Senior Business Analyst - Salesforce

RBC; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading banking institution in Toronto is seeking a CRM Advisor to support Salesforce implementations. This role involves user management, analyzing end-user queries, and collaborating with various teams. Ideal candidates should have extensive experience with Salesforce FSC, JIRA, and Agile methodologies. The position offers competitive compensation and opportunities for professional growth.

Benefits

Comprehensive Total Rewards Program

Flexible work/life balance options

Opportunities for challenging work

Qualifications

• 5+ years of experience as BA supporting large scale CRM implementations.
• 3 years’ experience in Salesforce FSC implementation preferably in Financial Industry.
• 2 years’ work experience with JIRA and Service Now.
• Excellent knowledge of Microsoft Office 365 apps.
• Strong knowledge of Agile Best Practices.

Responsibilities

• Assist with User Management for Salesforce access.
• Analyze end user’s queries and create JIRA stories.
• Collaborate with team members to prioritize incidents.
• Perform configuration changes in the system.
• Manage COE Inbox and address user issues.

Skills

Salesforce Administration

JIRA

Agile methodologies

Microsoft Office 365

Data Migration

Education

Bachelor’s or Master’s Degree

Tools

Salesforce Financial Services Cloud

Service Now

Job description

Overview

What is the opportunity?

CRM Advisor Platform will leverage Salesforce.com Financial Services Cloud (FSC) to enable over 32,000 employees to provide a best-in-class service to over 14 million clients. It will be the primary Advisor platform for sales and service interactions in Retail, Business Financial Services (BFS/CFS/CCG/RBCx), Group Solutions, Private Banking, Advice Centre, and Operations. The vision of the implementation is to create a single platform that will provide advisors a 360 view of our clients as well as a single point of integration to applications and insights to allow them to be on our client’s path and to be more effective and efficient in their day-to-day activities. As part of the program, this role will be in the Platform Execution, Delivery and Support team with responsibility for supporting end users and admin capabilities required as part of this transformational program using Salesforce.com application across P&CB. This role requires delivery and support of the CRM roadmap including a focus on all dependencies across P&CB, T&O for the implementation of the initiative.

Responsibilities

• Assist with User Management to facilitate Salesforce access and review user’s licenses on day-to-day basis to support all line of business who are using Client360.
• Analyzing end user’s queries and support the requirements by creating JIRA stories and/use cases/requirements for validity and feasibility.
• Collaborate closely with other team members and departments to prioritize the Incidents and perform release PIV’s and execute all levels of testing (System, Integration, and Regression) if required.
• Perform config changes in the system to support BAU activities and implement enhancements in lower environment to support Squad.
• Follow up with Stakeholders on need and requirements and manage COE Inbox and address user issues on timely manner.
• Support Salesforce Queue routing, Campaign Management and assist leaders with Reporting and Dashboards.

What do you need to succeed?

Must have:

• Bachelor’s or master’s Degree, with 5+ years of experience as BA supporting large scale CRM implementations.
• Minimum 3 years’ work experience in Salesforce FSC implementation preferably in Financial Industry as Salesforce Admin.
• Minimum 2 years’ work experience with JIRA, Service Now.
• Excellent knowledge of Microsoft Office 365 apps and hands on experience in dealing with large data files.
• Strong knowledge and experience with Agile Best Practices / Scrum methodologies.
• Ability to work in a fast-paced environment with minimal supervision and proven people skills, with the ability to build strong relationships and proactively connect with colleagues and stakeholders.

Nice-to-have:

• Prior work experience in Data Migration and Integrations in large scale implementations.
• Prior work experience in preparing user training and learning modules.
• Prior work experience with MURAL.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above.

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Location details: Address RBC WATERPARK PLACE, 88 QUEENS QUAY W, TORONTO; City: Toronto; Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: PERSONAL & COMMERCIAL BANKING

Job Type: Regular

Pay Type: Salaried