Client Services Business Analyst

Anywhere Client Services

Company Overview: 

Do you want to be part of a fast-paced environment, supporting the growth of cutting edge technology in cloud computing?

Silverline employees are passionate about what they do. We’re a diverse group of cloud technology professionals with the same goal: to make our clients’ lives easier through technology and we have a good time while we’re at it! As a Salesforce Platinum Cloud Alliance Partner, Silverline combines Strategic Advisory, technical implementation, and ongoing Managed Services to enable organizations to achieve maximum value with the Salesforce platform. Silverline is the #1 Company to Work for among small and medium size companies in this years annual Glassdoor Employees’ Choice Awards, a list of the Best Places to Work in 2018. Come be a part of our team!


Position Overview:

The Client Services Business Analyst (BA) role is to contribute to the building of  a trusted and valuable partnership with our clients. Strategically, the BA will work with other members of the Managed Services team to ensure that we are bringing value to the client’s Salesforce ecosystem and overall business.  The BA will work collaboratively with internal and external resources to complete User Stories in an Agile Sprint cycle.   Ultimately, the BA will assist in the design and building of solutions that solve ongoing critical business issues, and introduce/implement new functionality within the ecosystem in an iterative approach.

Primary Responsibilities Include:

Salesforce/Software/System Development Skills

  • Design solutions that delight end users while being technologically sound
  • Facilitate solution testing activities 
  • Prepare and deliver training curriculum
  • Configure to achieve relevant certifications
  • Understand project management fundamentals, including project plan, timeline, budget, risk and issue management tools and techniques

Consulting and Business Acumen

  • Apply business acumen, technical, and declarative skills to quickly assess, diagnose, and design solutions to address business needs in collaboration with Solution Architects, Technical Architects, and Client Services Managers
  • Connect with customers in order to understand their pain points and desires for technology solutions
  • Author and complete user-centric requirements in Jira Epics; Stories; and Sub-Tasks relevant to achieving the goals and objectives of a given client’s engagement with Client Services
  • Optimize engagement to deliver quarter-over-quarter value and ROI
  • Assist the CSM and Client Services leadership team in ensuring that we have delivered quality work and deliverables such that there is valuable content for the Quarterly Business Reviews (QBR) with client stakeholders so that we can proactively manage engagements and deliverables
  • Provide sound consulting guidance related to best practices, adoption, platform development, leveraging additional ecosystem functionality and Salesforce releases to streamline business processes
  • Participate as needed in establishing client communication plan 

Project Methodology

  • Assist CSM to define user stories and acceptance criteria for each functional business requirement
  • Assist CSM to review, append, and execute client backlog to help them consistently improve their processes within our Adaptive Agile Methodology
  • Document system requirements as requested
  • Coordinate and facilitate User Acceptance Testing, End-to-End testing, and System Testing
  • Collaborate with internal resources to create and complete Jira Epics/Stories/Sub-Tasks
  • Ability to manage tasks from multiple projects simultaneously
  • Excellent time management skills

Desired Skills/Education/Certifications

  • BA/BS degree in Computer Science or Engineering or equivalent work experience in lieu of degree
  • At least 2 years experience administering
  • Previous experience in collaborative environment 
  • Excellent presentation, writing and communication skills
  • Ability to meet project deadlines, and some basic skills/experience in project management
  • Proficiency in Google Apps, MS Office, SmartSheets, Lucid Charts, and other applications
  • Salesforce Administrator Certification
  • Additional Salesforce certifications a plus
  • Consulting experience a plus
  • Experience with Agile and Jira a plus


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