Specialist IT - Service Cloud Business Analyst

## What you’ll do:

The Service Cloud Business Analyst serves as the primary liaison between business stakeholders and the IT function, leveraging expertise in business analysis to recommend and implement solutions that enable the organization to achieve its goals.

The Business Analyst with expertise in business analysis tools and techniques and extensive experience in enterprise-wide process and technology transformations and implementation. The ideal candidate has experience with master data management programs, data hubs ERP (SAP, Oracle) implementations or Salesforce Service Cloud implementations and has experience with any Field Service platforms. The candidate ideally has delivered projects in an agile/scrum methodology. The candidate will provide thought-leadership in driving project objectives forward within the Field Service, Case Management, and Knowledge Management Capability practices.

• The Business Analyst is responsible for business analysis planning and monitoring; requirements elicitation; requirements management and communication; enterprise analysis; requirements analysis and solution assessment and validation on large projects in alignment with the Eaton project management process standards.
• The BA is self-managed and has the ability to estimate project work, define business requirements planning & approach, stakeholder assessment, plan, facilitate requirements elicitation workshops/interviews, perform analysis of requirements, manage traceability of requirements through design, development and validation, able to prepare and lead UAT plan, scripts and testing.
• Business Analysis Planning: Plan the business analysis approach for projects, determine the deliverables, estimate business analysis effort, and determine metrics to be used to monitor the success of analysis work.
• Requirements Elicitation: Conduct requirements gathering activities (brainstorming, focus groups, interviews, observation, prototyping, workshops), document the results, and validate that the documented requirements meet the stakeholders’ needs.
• Requirements Management & Communication: Assess requirements to ensure they fall within the solution scope, ensure requirements are aligned with and traceable to business objectives and solution design, and ensure requirements are communicated and presented in a format that are understandable to stakeholders, including solutions designers and developers.
• Enterprise Analysis: Evaluate the business need, problem or opportunity to justify the investment necessary to deliver the solution, assess the capability of the enterprise to leverage in developing a solution, and determine the most feasible solution.
• Requirements Analysis: Analyze, prioritize and organize requirements to ensure efforts focus on the most critical needs, model requirements to demonstrate process and or solution function, and validate that the requirements support the delivery of value.
• Solution Assessment: Review and evaluate IT solution designs to ensure the proposed solution meets the business requirements.
• Validation: Coordinate the approach and development of use cases and test scenarios with the customer to ensure integration and/or user acceptance testing is complete and validates that project requirements have been achieved.

## Qualifications:

• Bachelor’s degree from an accredited institution
• 10-15 years IT or relevant work experience
• Minimum of 5 years working in a customer facing role 5+ years of experience in business analysis or a related field working on moderate to highly complex technology projects and programs.
• Minimum of 2 years experience with any Field Service application and business processes.
• 2 years experience working in an Agile Methodology.

## Skills:

• Familiarity with Salesforce (e.g. Sales Cloud, Service Cloud, etc) is required
• Salesforce Certifications (e.g. Certified Administartor) preferred
• Experience working in a manufacturing or industrial environment is highly valued
• ERP system knowledge (SAP, Oracle) is highly valued
• Good understanding of Agile/Scrum methodologies

• Excellent communication skills, both written and verbal. This position will often work with other business analysts, architects, project managers, and business teams on a regular basis.
• Good team-oriented interpersonal skills. Assists with facilitation sessions, may require some coaching on how to lead and influence others, and to effectively interface and work with a wide variety of people.
• Ability to lead and influence others and effectively work with a wide variety of people with various levels of techinical acumen.
• Good team player, self-motivated and committed with an ability to work under pressure and to tight deadlines.