The IT Business Analyst is primarily responsible for implementing and managing Achieving the Dream’s (ATD) Salesforce CRM entity. Duties will include but are not limited to maintaining existing processes (such as the annual reflections process, Salesforce CPQ, coach portal, reports/dashboards and the contact update request process), gathering new functionality requirements, conducting gap and data analyses, maintaining process documentation, troubleshooting, coding, testing, debugging, maintaining 3rd-party integrations and implementing new processes and software. The IT Business Analyst works closely with operational leadership to determine the best solution for solving ATD’s business problems through technology. This position reports directly to the Executive Director, Information Technology and Digital Transformation.
Duties and Responsibilities
Business Analyst (60%)
Collaborate with end users (Executive Director, Services Management; Development Director; VP of Finance & Admin; VP, Network Engagement) to define business requirements to meet their teams’ needs in Salesforce.
Maintain and support the technical implementation of existing business processes such as: the annual sales cycle, contact maintenance, and annual reflections data gathering process.
Work with end users to ensure data quality and integrity in platform applications within Salesforce.
In collaboration with Executive Director, Services Management, lead discovery and requirements refinement sessions to uncover end users’ business, functional, and technological requirements.
Conduct data and gap analyses to ensure Salesforce is meeting end user needs.
Implement configuration tasks as determined.
Define system integration and user-acceptance test plans.
Analyze technical issues and provide bug fixes/ issues.
Partner with the business areas in the creation of process workflow documentation and user manuals.
Create end user reports as required.
3rd-Party Integrations (15%)
Manage and maintain IT infrastructure between Salesforce and other systems & processes including but not limited to the Finance ERP (NetSuite) and the Learning Management Solution (Canvas).
Utilize Dell Boomi to provide middleware integrations with existing API’s.
Manage, maintain, and support e-signature and e-marketing solutions utilizing data and processes from Salesforce.
Manage and install third party AppExchange applications.
Solutions Architect (15%)
Assess the system and business process architectures currently in place and works with staff to recommend improvements.
Identify solutions based on business and technical criteria, analyzes alternatives and implements designs.
Research current and emerging technologies and process methodologies and propose changes and tailoring where needed.
Design develop (program), test, document, and deploy high-quality business solutions in consultation with Executive Director, IT and Executive Director, Services Management.
Maintain existing technical solutions and customizations of the Salesforce environment Analyze, debug, understand managed package code and provide solutions based on Salesforce best practices.
Salesforce Administration, Management, and Support (10%)
Act as support for business impacting Salesforce related issues.
Ensure proper controls are in place in the areas of security, access, design, and release standards.
Investigate and resolve production issues.
Monitor and manage Salesforce releases and feature changes and ensure system uptime.
Develops system training material and user documentation to support implementation activities in consultation with Executive Director, Services Management.
Maintain collaborative relationships with Salesforce and other third-party vendors to achieve project goals where necessary.
Participate in the evolution of team best practices, standards and policies.
Stay current with the periodic Salesforce releases and ensure system uptime.
Associates Degree or above preferred and 5 or more years technical experience, or equivalent experience to demonstrate technical proficiency.
Prior experience as a Business System Analyst role preferred.
Background with architecture concepts (integration styles, architecture styles, patterns)
Salesforce Certification is preferred.
Strong understanding and hands-on experience with Agile software development methodologies.
Experience with Salesforce administration, declarative configuration, and maintenance, CPQ, Community, Lightning and Lightning Flow.
Experience in Sales, Higher Education and non-profit processes a plus.
Strong project management skills and ability to complete projects on time.
Strong problem-solving skills with the ability to translate analytic data into strategic ideas.
Be able to multi-task, be flexible and perform in a fast-paced environment.
Must have strong written and interpersonal skills.
Collaboration: Demonstrates respect, humility and willingness to collaborate when seeking to understand others and making decisions.
Disciplined Execution: Has the ability to break down big picture work goals into management tasks; has the foresight to anticipate potential roadblocks in order to ensure timely completion of tasks and projects.
Effective Communication: Ability to actively listen and thoughtfully question in order to create greater understanding and to offer insights that advance problem-solving.
Learning Orientation: Embraces challenges, new ideas and different perspectives as an opportunity to learn; continually seeks out and applies new learning to activate change or improvements.
Systems Thinking: Defines the system and one’s role in the system. Sees relationships and the dynamic elements of the holistic system and executes work accordingly. Influences the system and maps connections to ATD’s external landscape.
Change Agent: Serves as an agent of change at a personal, team, and organizational level to pursue outcomes for students. Adapts as the environment changes, while managing associated risks. Motivates staff, team, organization, and partners to activate the change needed to advance defined priorities.
Culturally Competent: Models appreciate inquiry to gain understanding and awareness of others’ cultural identity and practices. Creates safe and constructive forums for sharing diverse perspectives and opinions.
Emotional Intelligence: Demonstrates self-awareness and self-regulation and recognizes impact of personal behavior on others.
Position Type: Full Time, Exempt
Grade Level: 8
Reports To: Executive Director, IT & Digital Transformation
Work Location: Silver Spring, MD Level of Travel Required: Minimal
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of this position.
Equal Opportunity Employer
At Achieving the Dream, Inc. (ATD) we strive to attract, develop and retain highly qualified and diverse individuals. ATD is committed to creating and maintaining a diverse work environment and is proud to be an equal opportunity employer. Employment policies and decisions at ATD are based upon merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally-protected genetic information, marital status, veteran status or sexual orientation.
Internal Number: 1013
About Achieving The Dream
Achieving the Dream's mission is to lead and support a national network of community colleges to achieve sustainable institutional transformation through sharing knowledge, innovative solutions, and effective practices and policies leading to improved outcomes for all students.