Senior Business System Analyst

About this role

The Senior Business System Analyst – Product Owner is a leader accountable for the overall health of the Salesforce platform, serving as both Product Owner and senior business analyst for the Salesforce ecosystem (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ) that supports Hotwire’s fiber network sales, service delivery, and customer care operations. The leader sets platform objectives that meet Corporate Strategy, Employee Experience priorities, and Customer Experience priorities as part of the team responsible for Operations Excellence, world-class Customer Experience, and transformation programs.

RESPONSIBILITIES:

• Serve as Product Owner and senior business analyst for the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ etc.), owning the platform roadmap, backlog, and release calendar.
• Transform game-changing ideas that differentiate our company into clear designs, epics, and user stories that we can implement through technology.
• Own and prioritize the Salesforce product backlog; write and refine user stories and acceptance criteria and define “definition of done” in partnership with development and QA teams.
• Assist in the definition of project scope, requirements, and objectives across the Salesforce ecosystem, involving all relevant stakeholders and ensuring technical feasibility.
• Coordinate internal resources and third parties/vendors, including Salesforce implementation and AppExchange partners, to document issue statements, business requirements, and Return on Investment (ROI).
• Facilitate workshops or work sessions with to translate an initiative’s high-level concept into key design criteria.
• Diagram and redesign cross-functional customer journeys and business processes spanning lead-to-order, service delivery introducing feasible processes implemented with people and Salesforce.
• Author business and functional requirements, user stories, and integration specifications that clarify busin...