Business Analyst - CIM

Customer Record Management (SFDC & ERP Systems):

• Create, enter, and maintain customer records in Salesforce (SFDC) and multiple ERP systems, ensuring accurate, consistent, and up-to-date customer data.
• Collaborate with sales, customer service, and finance teams to ensure data is captured and managed effectively throughout the customer lifecycle.
• Implement best practices for customer record entry and updates across systems, ensuring seamless integration of data.
• Perform research using external data sources, such as Dun & Bradstreet (D&B), FDIC, NCUA, and other relevant industry databases to validate and enrich customer profiles.
• Analyze external data to generate insights into customer behaviors, trends, and segmentation, supporting key business decisions.
• Continuously update methodologies and data sources to ensure comprehensive and accurate research insights.

Customer Data Quality Management:

• Proactively search, collect, and analyze merger and acquisition (M&A) market information, keeping abreast of industry trends and key transactions.
• Update the company’s databases with relevant M&A activity, ensuring that the customer and market information is current and comprehensive.
• Provide insights into how M&A activity might impact customer relationships, company strategies, and market dynamics.
• Manage customer data across platforms by conducting data audits and validations to ensure consistency and accuracy.
• Use ZoomInfo (Ringlead) for data matching and merging to remove duplicated account and contact information, ensuring a clean and unified customer database.
• Ensure customer data is accurately maintained and updated across Salesforce (SFDC) and ERP systems.
• Identify and resolve discrepancies in customer records, ensuring the highest data integrity standards are met across platforms.

Business Rules Documentation & Data Literacy:

• Document comprehensive business rules related to customer data management, ensuring consistency and clarity across all departments.
• Define and document data standards, workflows, and business rules to promote data literacy within the organization.
• Ensure business rules and processes are easily accessible for internal audits, training, and continuous improvement efforts.
• Ensure customer data management practices comply with regulatory requirements, such as GDPR, CCPA, and industry-specific standards.

Business Process Improvement:

• Collaborate with Salesforce (SFDC) teams to develop and enhance workflows, such as case management, ensuring streamlined processes for efficiency.
• Test workflow updates in User Acceptance Testing (UAT) environments, ensuring solutions meet business requirements before going live.
• Lead process improvement initiatives to streamline data workflows between SFDC, ERP systems, and other platforms, enhancing data integration and overall quality.

Job Qualification

• Bachelor’s degree in Business, Information Systems, Data Management, or a related field.

• Strong understanding of Salesforce (SFDC) and ERP systems for customer record creation, maintenance, and management.
• Expertise in data quality management, including deduplication, data matching, and merging to maintain clean customer databases.
• Knowledge of data governance, data standards, and data privacy regulations, such as GDPR and CCPA.
• Familiarity with M&A market research, including tracking and updating company databases with relevant market activity.
• Experience developing workflows in Salesforce, particularly in case management, and testing in UAT environments.
• Strong skills in documenting business rules and promoting data literacy across different departments.
• Excellent communication skills and the ability to present data insights and recommendations clearly to key stakeholders.
• Ability to manage multiple projects, prioritize tasks, and collaborate across teams.

Preferred Qualifications:

• Proven experience as a business analyst focusing on customer information management, data quality, and research, with tools like ZoomInfo (Ringlead) for data match and merge.
• Experience with Agile framework & processes, JIRA
• Experience with business intelligence tools like Tableau, Power BI, or similar platforms.
• Certifications in data management, business analysis, or related fields (e.g., Certified Business Analysis Professional, Data Management Certification).
• Familiarity with data enrichment and external data research tools to enhance customer profiles.