Business Systems Analyst (Digital Customer Experience)
Talascend is currently seeking a Business Systems Analyst (Digital Customer Experience) for a contract opportunity in Dallas, Texas
SUMMARY:
Operating within our Client’s Operational Effectiveness department, the position is a key contributor to the digital customer journey. The position acts as a SalesForce digital platform (SFDC) subject matter expert (SME) using automotive OEM and captive finance experience paired with system expertise to monitor existing customer touchpoints, identify opportunities for enhancement and assist to launch enhancements. The position is a key contributor to our Client’s evolving digital strategy.
RESPONSIBILITIES:
Key contributor and SME for SFDC projects: Support and contribute to digitalization of customer touchpoints identified by leadership including but not limited to developing requirements for our Client’s customer portal enhancements, creating internal documentation, and functionality testing. Support deployment of our Client’s mobile app enhancements and upgrades to align with web portal functionality.
Cross-functionally integrate with our Client’s teams supporting business departments utilizing SFDC functionality.
Evaluate existing customer touchpoints and identify areas for SFDC improvement along with recommendations on specific SFDC enhancements.
Monitor internal processes and procedures to ensure digital customer journey remains relevant and compliant.
Key contributor to our Client’s ongoing Operational Effectiveness department improvements through technology innovation and support.
Support ongoing integration meetings with our Client’s business departments to identify technology needs and provide consultative support.
Partner with our Client’s business departments to align systems output to current program and management direction.
Support and contribute to periodic system and ad hoc functionality releases including strategy, rules creation, data entry and functionality testing.
Support and contribute to quality assurance efforts post program release to ensure system and financial program alignment.
REQUIREMENTS:
Bachelors degree in related field is preferred; job experience will be considered in lieu of degree. 3-5 years of cumulative and directly related customer service experience.
Two or more years of experience with web portal development, requirements documentation, and functionality testing.
Experience with HP Quality Center and Salesforce Community Cloud.
Good oral / written communication skills with strong interpersonal, problem solving and conflict resolution skills.
General knowledge of captive automobile finance.
We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.
Background Check and Drug Screen may be required.
Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.