- Experience in related field (i.e. relevant business operations and/or system support, business process design, etc.).
- Workflow management experience
- CRM experiencez
- Process Flow creation experience
- Salesforce experience
Role Summary
Recognized thought leader and visionary in process and underlying tools for sales process and service delivery automation at Cox Business. Will have hands-on understanding of boundary partner needs (Marketing, Sales, Order Fulfillment, Engineering, Construction, and Product functional leads) and able to translate those needs into technical specifications within CRM/Service Delivery tools. Partners with cross-functional teams and stakeholders on ideas and solutions as well as implementation of those solutions to drive results in a high business impact environment. Routinely called upon to apply mastery of existing and emerging technologies, best-practices, and processes. A creative thinker who challenges the status quo. Serves as a SME to provide tactical guidance and support to teammates by answering questions and aiding in resolving difficult issues.
Primary Responsibilities:
- As part of the CRM team, ultimately be responsible for aiding in the creation of an enterprise-wide CRM solution via the Salesforce platform with key embedded integration to support Quote to Cash, order fulfillment.
- Facilitate creation of Business Requirements following an agile approach, or using the Business Process and Analysis (BPA) methodology as determined by the project sponsor
- Develop comprehensive E2E test cases at the application and multi-application levels
- Manage Scoring (approving) and claiming processes with Business and Technology stakeholders to review and refine business requirements and use cases to ensure they are clear, concise, and traceable; and to ensure business requirements will be satisfied by the appropriate teams / applications.
- Identify project stakeholders, risks and benefits of alternate designs; document assumptions; assess project impact of system changes to users, internal and external customers
- Develop Business Requirements (BRQs), including process flows and use cases
- Conduct BRQ reviews with project stakeholders and document consumers to ensure completeness and adherence to business requirements
- Consult with internal customers, cross-functional team members and external vendors to capture agreed-upon business objectives and processes to define business requirements
- Provide BA support for software testing and debugging plans to ensure requirements are met
- Provide status reporting for project progress, issues, dependencies and risks
- Proactively analyzes and documents solutions
- Identifies risks/pitfalls and articulates possible options
- Participates in business strategy & portfolio level discussions
- Knowledge of the business may be deep in one functional area with broad understanding of other functional areas.
- Knowledge sharing and mentoring of lower level team members is customary
- Sphere of relationship and influence is within team, with key stakeholders & with senior management
- Meeting facilitation
QUALIFICATIONS
Minimum
- 8 or more years of experience in related field (i.e. relevant business operations and/or system support, business process design, etc.).
- Workflow management experience
- CRM experience
- Process Flow creation experience
- 5 or more years of related experience if candidate possesses a related advanced degree and analytical thinking skills.
- Requirements solicitation & documentation experience for new products, lifecycle management and/or enhancements
- Manage, follow, and adhere to the long/short term product roadmap for CRM in conjunction with functional leads.
- Experience in full life cycle implementation (requirements gathering, process design, configuration, functional design, testing, conversion, and deployment).
- Ability to grasp and explain complicated subject matter to others across the business that are less connected to the situation and/or are less technically oriented
- Exceptional business acumen and story-telling skills – the ability to communicate an insight to be understood easily and to drive action.
- Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization.
- Demonstrated problem solving ability
- Demonstrated ability to multi-task, work under pressure, and think analytically.
Preferred
- BS/BA in Business Administration, Computer Science, Information Systems or a related field. MBA a plus.
- 5 years of experience in change management and methods & procedure documents
- Knowledge and understanding of Cox Business internal sales order systems: ICOMS, OPTIX, Salesforce.com, WATTS, SERV, etc.
- Process Modeling/Analysis
- Training Facilitation
- PM Skills; coordinating, tracking, monitoring projects
- Sales Support experience, in a telecom business
- Experience in creating test cases and user testing.
- Experience in B2B service delivery process.
- Experience in the telecommunications industry.
- Experience with Agile methodologies.
- Experience with Visio and/or iGrafx, SharePoint
- Experience with JIRA.