CRM Business Analyst

POSITION SUMMARY

Zoetis is one of the largest manufacturers of Animal Health products and providers across the full continuum of care. The Zoetis Tech and Digital (ZTD) organization is reshaping to provide premier services and solutions to a fast paced, growing business. Growth is both organic and through a steady stream of acquisitions.

Zoetis is seeking to hire a skilled Sr. Business Analyst, Customer Engagement to support and continuously improve our Customer Engagement platform.

The CRM Business Analyst will be responsible for collaborating with the business to assist with building business cases for customer engagement capabilities. This will be achieved through the expansion or introduction of new Salesforce functionalities to increase customer engagement. This role should become the trusted advisor to key stakeholders for continued growth and expansion of the Zoetis Salesforce CRM technology roadmap. The CRM Business Analyst will partner with the key business stakeholders in US and International markets for development and ongoing review of potential use cases, while ensuring it will meet global priorities, corporate objectives and fulfillment of end user requirements. This role will also partner with technical teams to perform solution design and implementation of enhancements, ensuring successful cross team coordination and harmonization across the globe.

POSITION RESPONSIBILITIES

Percent of Time

Develop functional requirements documentation in the form of user stories, process flows, and user acceptance criteria and manage the requirements throughout the project lifecycle. Create and maintain other documentation on business processes, applications and business solutions including test cases, training and system manuals, and job aids (if applicable). 20%

Elicit requirements using interviews, document analysis, requirements workshops, business process descriptions, use cases, business analysis, and workflow analysis 20%

Assist with gap analysis, business process redesign, roadmap planning and developing proof-of-concepts. Visualize the future state and design the change process from current to future state. 20%

Evaluate the business needs and translate them into technical solutions around Customer Engagement with the help of Architects and Developers. Identify and initiate process improvements (continuous improvement). 20%

Provide information to ZTD and Business leadership regarding best practices, industry trends and business opportunities, as well as feedback on the functional requirements processes and tools. Train and transfer knowledge to other team members, users and stakeholders as required. 20%

EDUCATION AND EXPERIENCE

• Bachelor's degree in Computer Science or a related field
• 6-8+ years of SFDC experience
• SCRUM certification is preferred
• Background in life science / animal health is a plus
• Experience working with cross functional teams and the ability to work in a matrix organization, driving collaboration across the globe / functions / regions
• Demonstrated ability to interact comfortably with all levels of management and staff.

TECHNICAL SKILLS REQUIREMENTS

Basic Qualifications:

• Proficiency in gathering business requirements and facilitating meetings with different stakeholders across business and technical teams
• Communication and interpersonal skills to interact with various stakeholders and convey information clearly and effectively
• Critical thinking to identify and resolve issues, devise creative solutions, and make informed decisions
• Demonstrated in-depth knowledge of SFDC applications such as but not limited to Sales Cloud, Service Cloud, and NetZero Cloud
• Strong working experience on Agile methodology and tools such as JIRA and Confluence and DevOps framework
• Strong problem-solving skills with the ability to work cross-functionally in a fast-paced and rapidly changing work environment either on a team or as an individual contributor
• Clear understanding of SDLC best practices including iterative and incremental development and support compliance requirements
• Strong organizational skills to manage fluctuating workload, multiple priorities and competing time demands
• Ability to align and influence multiple stakeholders for delivery of competing priorities
• Possess attributes, such as strong work ethic, action oriented, logical thinking and conflict management
• Proven customer focus with a high tolerance for ambiguity, as well as flexibility and adaptability

Preferred Skills:

Preferred Credentials:

• Salesforce Business Analyst Certification

PHYSICAL POSITION REQUIREMENTS

Office attendance- 50% attendance or as per local HR policy

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

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