SALESFORCE/CRM IT BUSINESS ANALYST

LOCATION: NORWOOD, MA OR URBANDALE, IO OR CHICAGO, IL

Mercer is looking for a Salesforce/CRM IT Business Analyst to be part of our Global Health Technology team in Mercer’s Consumer Health & Benefit business. . 

What can you expect?

• Be in charge of preparing requirements to enhance our US Salesforce/CRM applications 
• Work closely with the business users and use analytical skills to understand, challenge and develop business requirements
• Provide general application support to resolve functional and technical issues

What is in it for you?

• Career growth in a company where performance is rewarded with new opportunities
• Work in a company with strong values
• Competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs

We will count on you to:

• Manage technical implementations/deployments for Salesforce/CRM projects across several lines of business such as Active, Retiree, Association & Voluntary Benefits
• Coordinate with Project Managers & leadership on project scope, time & budgets, and to manage client expectations
• Provide an IT interface to business units to analyze and define the business requirements, engage in discussions with users to capture the issues and exceptions in various ways (prototypes, discovery sessions, calls, meetings, workshops)
• Facilitate between the business units and the IT technical delivery team to build relevant artifacts such as Business Requirement Documents (BRDs), use-cases and detailed functional specifications (including identification of data elements and data mappings).
• Collaborate with the software Technical Product Owner (TPO) to define solutions and resolve functional and technical issues
• Communicate key insights and findings, know-how and clarifications to the development team
• Assist the business users with defining and/or reviewing the test plans and related quality reviews to conduct User Acceptance Testing (UAT).
• Assist the IT testers with defining and/or reviewing the test plans and related quality reviews to conduct the Quality Assurance testing (QA)
• Contribute to the development and implementation of training plans and learning materials for business users and other IT professionals
• Investigate, triage, diagnosing and resolving complex application issues, working with business partners, other IT departments and suppliers as appropriate (Tier II Support)

What you need to have:

• Bachelor’s degree in a relevant discipline
• 5+ years of experience in a similar business analyst role
• Experience with and understanding of Salesforce
• Strong oral and written communication, interpersonal and presentation skills
• Excellent analytical skills, attention to detail, problem-solving and decision-making abilities
• Experience with Business Analysis techniques (e.g. Use Cases) and tools (Jira, TFS)
• Experience working with CRM Solutions in a call center environment
• Comfortable working in an Agile Development lifecycle
• Capacity to quickly understand business operations, processes, workflows, terminology and standards
• Communicate clearly using non-technical language, but will also need to translate the business requirements into more detailed functional and technical specifications
• Desire to seek new opportunities to improve current processes and practices
• Ability to work independently and in a team, to train others, to prioritize work and to respect deadlines
• Excellent English
• Minimal travel may be required to meet with business users

What makes you stand out?

• Experience with Agile methodology a plus
• ETL familiarity

At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We are in the business of creating more secure and rewarding futures for our clients and their employees — whether we are designing affordable health plans, assuring income for retirement or aligning workers with workforce needs. Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future. We see people’s current and future needs through a lens of innovation, and our holistic view, specialized expertise, and deep analytical rigor underpin each idea and solution we offer. For more than 70 years, we have turned our insights into actions, enabling people around the globe to live, work, and retire well. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. At Mercer, we say we Make Tomorrow, Today. Visit www.mercer.com for more information, follow us on LinkedIn, and Twitter @Mercer

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at http://www.mmc.com/.  We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at www.mmc.com/diversity.

Mercer LLC and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol: MMC).

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.