CRM Business Analyst
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Key skills for this role
About the Role
Manulife is seeking a CRM Business Analyst to partner with business stakeholders and technology teams to enhance the Salesforce platform. The role involves driving CRM enhancements, business process improvements, and adoption initiatives to improve sales effectiveness and operational efficiency.
Key Skills for This Role
Responsibilities
- Build strong partnerships with business stakeholders to understand objectives and challenges
- Proactively identify opportunities to improve CRM adoption, user experience, operational efficiency, and data quality
- Analyze business processes and requests to identify root causes and recommend improvements
- Evaluate, triage, and prioritize CRM requests based on business value
- Elicit, analyze, and document business requirements through user stories, acceptance criteria, process maps
- Act as primary business facing contact for CRM support and issue resolution
- Develop and execute change management, communication, and training activities
- Support and coordinate CRM initiatives from discovery through implementation
- Facilitate discovery workshops and collaborate to define solution approaches
- Develop and execute user acceptance testing plans
- Partner with Product Owner to manage and prioritize CRM backlog
- Execute CRM data maintenance activities including mass updates and territory realignments
Requirements
- 3+ years of experience in Business Analysis, CRM Administration, Product Ownership, or related role
- Strong Salesforce platform knowledge
- Experience supporting business analysis activities for complex initiatives
- Demonstrated initiative and ability to work independently in fast paced environment
- Exceptional analytical, problem solving, and critical thinking skills
- Exceptional verbal, written, presentation, and facilitation skills
- Demonstrated ability to build effective relationships and collaborate with stakeholders
- Proven ability to independently manage competing priorities
- Ability to communicate technical concepts to non technical audiences
Full Job Posting
CRM Business Analyst
- The CRM Business Analyst partners with business stakeholders, sales leaders, and technology teams to enhance the Salesforce platform.
- This role drives CRM enhancements, business process improvements, and adoption initiatives.
Key Responsibilities
- Build strong partnerships with business stakeholders.
- Proactively identify opportunities to improve CRM adoption, user experience, operational efficiency, and data quality.
- Analyze business processes and requests to identify root causes and recommend improvements.
- Evaluate, triage, and prioritize CRM requests based on business value.
- Elicit, analyze, and document business requirements through user stories, acceptance criteria, process maps.
- Act as primary business facing contact for CRM support and issue resolution.
- Develop and execute change management, communication, and training activities.
- Support and coordinate CRM initiatives from discovery through implementation.
- Facilitate discovery workshops and collaborate to define solution approaches.
- Develop and execute user acceptance testing plans.
- Partner with Product Owner to manage and prioritize CRM backlog.
- Execute CRM data maintenance activities including mass updates and territory realignments.
Qualifications
- 3+ years of experience in Business Analysis, CRM Administration, Product Ownership, or related role.
- Strong Salesforce platform knowledge.
- Experience supporting business analysis activities for complex initiatives.
- Demonstrated initiative and ability to work independently in fast paced environment.
- Exceptional analytical, problem solving, and critical thinking skills.
- Exceptional verbal, written, presentation, and facilitation skills.
- Demonstrated ability to build effective relationships and collaborate with stakeholders.
- Proven ability to independently manage competing priorities.
- Ability to communicate technical concepts to non technical audiences.
Success Profile
- Thrives in ambiguity, creating clarity and momentum.
- Demonstrates curiosity by understanding business problems before proposing solutions.
- Thinks critically, challenges assumptions, and recommends better ways of working.
- Builds trusted relationships and influences stakeholders through collaboration.
- Demonstrates ownership and accountability by independently driving work to completion.
- Balances strategic thinking with strong execution and attention to detail.
- Continuously develops Salesforce knowledge while passionate about improving sales effectiveness through technology.
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