Senior Business Analyst

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

Senior Business Analyst is a key member of the Customer Solutions team, which enables operational productivity and business growth by driving efficiency for New Balance and our customers using innovative tools and solutions. The Senior Business Analyst will help lead the ongoing development of our Salesforce.com deployment and will work closely with functional leaders, other stakeholders, and subject matter experts to identify, develop, and deploy new processes and salesforce use-cases. This role also works collaboratively across functional teams to develop advance analysis, translating data into actionable insights. The Senior Business Analyst works collaboratively across functional teams to develop and advance analysis, translating data into actionable insights. Additionally, is responsible for ensuring data quality is maintained to effectively support business processes and reporting accuracy for all service KPIs/metrics.

MAJOR ACCOUNTABILITIES:

• Be a go-to person for the Salesforce platform

• Handle basic Salesforce administrative functions including user maintenance, enhancement requests, reports and dashboards, and other routine tasks

• Elicit, document, and analyze requirements around business challenges, and produce data-driven solutions

• Develop new functionality (custom objects, flows, workflow rules, assignment rules) leveraging all the standard platform features

• Manage call center based Salesforce solutions including OMNI channel, SMS, and phone integration

• Work closely with various teams (IT, Customer Care, Sales, Service) to define and implement elegant, scalable, and sustainable technical solutions using Salesforce technologies

• Stay current on Salesforce releases, new features, product roadmaps and applications available from 3rd parties on the Salesforce AppExchange

• Create and maintain system-related documentation, such as business requirements, process flows, data maps, configuration worksheets, etc.

• Work in collaboration with our third-party analyst to build actionable reports & dashboards

• Provide in depth analysis, translating data into recommendations for the business

• Coordinate the evaluation, scope, and completion of new reporting requests.

• Coordinate various data cleanup tasks which include: standardizing data, and ensuring that necessary data fields are populated within cases and contacts

• Collaborate with our e-commerce stakeholders to build reporting and provide actionable feedback from customer care interactions ex: site issues, promotional feedback, warehouse.

• Regularly audit data to uncover data integrity issues and/or opportunities for process improvement

• Product owner for our survey platform, Qualtrics. Manage contracting, executive check-in coordination, working team sessions.

• Responsible for working with business to identify opportunities for enhancements or new solutions in the Qualtrics tool. Manage execution of these enhancements through design, testing, training and deployment.

• Provide assistance and technical guidance to junior level associates

REQUIREMENTS FOR SUCCESS:

• 2-4 years experience in Salesforce configuration and implementing CRM systems including assignment rules, flows, SMS and Cases

• Salesforce Admin Certification Preferred or desire to obtain

• Experience with Qualtrics or other advanced CX platform desired

• Excellent project management skills and a positive attitude

• Experience defining business requirements, writing user stories, and providing detailed Salesforce system and functional designs

• Great communication and analytical skills required to interpret and transform data into useful information

• Experienced using Salesforce reporting and dashboarding management

• Experience with data management, transformation, cleansing, and de-duplication

• Creative and analytical thinker with strong problem-solving skills

• Proficient in MS Excel, MS Power BI

• Ability to multi-task and work creatively in a fast-paced environment.

• Customer service experience in an e-commerce environment desired

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran.