Senior CRM Systems Analyst

Pattern Energy is a leading renewable energy company that develops, constructs, owns, and operates high-quality wind and solar generation, transmission, and energy storage facilities. Our mission is to transition the world to renewable energy through the sustainable development and responsible operation of facilities with respect for the environment, communities, and cultures where we have a presence. 

Our approach begins and ends with establishing trust, accountability, and transparency. Our company values of creative spirit, pride of ownership, follow-through, and a team-first attitude drive us to pursue our mission every day. Our culture supports our values by fostering innovative and critical thinking and a deep belief in living up to our promises.  

Headquartered in the United States, Pattern has a global portfolio of more than 30 power facilities and transmission assets, serving various customers that provide low-cost clean energy to millions of consumers.

JOB PURPOSE

Reporting to the Senior CRM & Content System Manager, the Senior Business System Analyst will support various Pattern departments such as Origination, External Affairs, Finance, Operations, Project Execution, and other internal stakeholder teams by ensuring a smooth day-to-day administration of system processes, solution design, declarative configurations, and continuous platform maintenance. Additionally, the candidate will use their knowledge of the Salesforce Lightning platform and be a key contributor in successfully completing release lifecycles which includes scheduling, coordinating, planning, and in collaboration with the Sr. Manager controlling the development and delivery releases.   

Salesforce CRM is a crucial platform at Pattern.  This position is a link between system end users and software, as well as internal and external Enterprise Technology (ET) teams that support it. This role will be an integral part of an agile team working closely with the Sr. Manager and other team members, to provide day-to-day support, govern/maintain CRM health, work with Managed Services to resolve a variety of issues, and guide new users in the system.  

Our team places a significant emphasis on user support. As a result, the Senior CRM System Analyst role involves proactive planning and analysis of the health, incidents, and requests raised by users. These tasks encompass conducting monitoring, analyse key measurement factors, train new users and assist in building the business SME resource, collecting feedback, prioritizing, meeting Service Level Agreements (SLA), troubleshooting, and debugging application systems.

Furthermore, the Senior CRM System Analyst should aim for service focus, professionalism, responsiveness, and meticulous attention to detail while managing multiple concurrent deliverables.

• Responsible working with Managed Services for day-to day maintenance, execution of approved configurations, user support, and improvement of our evolving CRM platform. 
• Skillfully employ Azure DevOps to understand user stories and translate/capture business requirements. It is essential to understand the business objective, and processes.
• Provide daily technical support and issue resolution, encompassing the management of boards, repositories, pipelines, test plans, and other functionalities.
• Serve as the expert to define, design, and configure error features and enhancements to Salesforce platform by bridging the gap between the current implemented Salesforce functionalities and Pattern’s evolving business processes. 
• Own and manage assigned support tickets and responsible for the backlog delivery.
• Demonstrate advanced technical expertise in Salesforce customization, programming (e.g., Apex, Visualforce, Lightning Components), and complex system integrations, serving as the go-to expert for solving challenging technical problems.
• Ensure high standards of data quality and integrity by implementing rigorous data cleaning, deduplication, and validation processes to maintain the accuracy and reliability of CRM data.
• Maintain CRM system security and compliance with regulatory requirements, implementing data privacy protocols and ensuring alignment with industry standards and legal regulations.
• Lead and coordinate complex projects across different teams, ensuring clear communication and efficient execution of tasks such as data migration and system enhancements.

• Lead Salesforce configuration changes, including (but not limited to): object, field, and record management, workflow, process builder, flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, third party tools/apps, actions, custom settings, mobile administration, dashboards, and reports. 
• Work with stakeholders to identify, gather and translate business and technical requirements into scalable business solutions for a diverse range of stakeholders with a focus on change management and user experience. -- good understanding of the impact of changes in the system and business processes is required.  
• Work with Senior product manager to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems, and processes.
• Design and manage integrations between Salesforce and other business systems, ensuring seamless data flow and functionality across platforms to support comprehensive business processes.
• Lead change management initiatives for CRM system enhancements, including stakeholder communication, user training, and support, to ensure smooth adoption and minimal business disruption.
• Conduct thorough testing and quality assurance processes, including managing user acceptance testing (UAT) and resolving any issues prior to deployment.
• Oversee data migration projects, ensuring accuracy and integrity of migrated data, and manage the integration of Salesforce with other business systems to enhance operational efficiency.
• User support is important to our team; therefore, the Senior Business System Analyst should enjoy all aspects of user management including new user training, feedback gathering, troubleshoot and debug application systems on priority and timely manner, etc.  
• Develop intermediate complex reports and dashboards within Salesforce CRM for a variety of audiences in the system.   
• Assist with new users and ongoing user training sessions.  
• Monitor and improve user adoption.  
• Provide mentoring and technical leadership to other team members.
• Drive continuous improvement and innovation within the Salesforce ecosystem, staying ahead of industry trends and incorporating best practices to enhance system functionality and user experience.
• Develop and deliver comprehensive Salesforce training programs for new and existing users to ensure high levels of system adoption and user proficiency.

Experience/Qualifications/Education Required

Additional Requirements

• 5+ years end-to-end implementation experience with expert level understanding of the Lightning Platform of Salesforce Sales and Service Cloud, Force.com and overall architecture. 
• 5+ years of experience in SDLC project management and analysis including facilitating requirements gathering, documenting use cases, process flows/swim lane diagrams, user acceptance testing, change management, etc. 
• A bachelor's degree in computer science would be advantageous.

Technical Skills

• Salesforce Platform Knowledge: Deep understanding of Salesforce platform capabilities, including Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, and other Salesforce offerings.
• Salesforce Configuration: Proficiency in configuring Salesforce objects, fields, workflows, process builder, validation rules, and other declarative functionalities to meet business requirements without code.
• Apex and Visualforce: Basic understanding of Apex and for customization and extending Salesforce functionalities.
• Lightning Web Components (LWC): Knowledge of building user interfaces with Lightning Web Components, Salesforce's modern UI framework for building applications with reusable components.
• Salesforce Integration: Understanding of Salesforce integration methods such as RESTful APIs, SOAP APIs, Salesforce Connect, etc.
• Data Management: Proficiency in data migration techniques, data import/export tools, data cleansing, and maintaining data integrity within Salesforce.
• Salesforce AppExchange: Familiarity with Salesforce AppExchange and experience in evaluating and implementing third-party applications to extend Salesforce functionality.
• Reporting and Dashboards: Ability to create custom reports, dashboards, and analytical snapshots in Salesforce for data analysis and business intelligence purposes.
• Security and Compliance: Understanding of Salesforce security model including roles, profiles, permission sets, sharing rules, and data encryption, as well as compliance standards such as GDPR, HIPAA, and SOC 2.
• Agile Methodologies: Experience working in Agile development environments, participating in sprint planning, backlog grooming, and conducting user acceptance testing (UAT) for Salesforce projects.
• Documentation and Training: Ability to document requirements, solution design, test plans, and user guides, as well as conducting training sessions for end-users on Salesforce functionality.

[Talent Acquisition will fill this out: return twice / next section is only for roles that can be filled in CA, CO, NY, WA]

The expected starting pay range for this role is $97,000 - $122,160 USD. This range is an estimate and base pay may be above or below the ranges based on several factors including but not limited to location, work experience, certifications, and education. In addition to base pay, Pattern’s compensation program includes a bonus structure for full-time employees of all levels. We also provide a comprehensive benefits package which includes medical, dental, vision, short and long-term disability, life insurance, voluntary benefits, family care benefits, employee assistance program, paid time off and bonding leave, paid holidays, 401(k)/RRSP retirement savings plan with employer contribution, and employee referral bonuses.

Pattern Energy Group is an Equal Opportunity Employer.

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