Senior Program Analyst, Sales Content Strategy & Transformation

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

As a global company that's growing at the speed of light, we're seeking a Senior Program Analyst to join the Support Strategy & Ops team. This role will help our Global Business Strategy & Operations (GBSO) Organization scale our Sales Content tooling and AI portfolio. The team sets the strategic direction for the Sales & Sales Support Organizations, driving cross-functional process improvement, technology implementation, and scale initiatives. The GBSO organization is responsible for Sales Content's global business processes and technology.

As a Senior Program Analyst, you'll primarily focus on leading Sales Content technology implementation projects and delivering against the GBSO features backlog and strategic initiatives. A successful candidate must possess strong analytical and communication skills, be able to quickly learn the business and technology domains, and apply that knowledge in conjunction with business analysis skills. This candidate must possess the prescribed business and technical skills/experience, enjoy working in a highly dynamic, fast-paced, and high-growth environment, and be experienced at managing complex projects in support of an overall Enterprise program.

Your Impact

• Deliver on the Sales Content product roadmap, including but not limited to: Agents, Slack search and discovery, content management features, CMS features, workflows, and content analytics features.
• Engage with business users at different levels to understand business needs, then analyze and document their requirements.
• Drive, develop, and maintain numerous project deliverables, including functional/non-functional specifications, data mapping/transformation, solution design, process diagrams, acceptance criteria, User Acceptance Testing (UAT), and other program artifacts.
• Work effectively with the technical/development team and help them understand the specifications/requirements for technical development, testing, and implementation.
• Identify test scenarios, develop test scripts, and execute end-to-end testing and user acceptance testing as needed.
• Ensure solutions promote simplicity, efficiency, and conform to enterprise and architecture standards and guidelines.
• Partner with the enablement organization and operations team to provide training, support, and technical assistance to end-users.
• Partner with the Insights team to ensure analytics are embedded into requirements prioritization and product success readouts.

Required Skills/Experience

• 5 - 7 years of hands-on experience as a business system analyst, specifically in the areas of enterprise systems.
• Experience working with Content Management Systems & AI.
• Salesforce Admin Certification is an asset.
• Ability to connect business requirements to functional application capabilities quickly and assess the appropriate relevance of incorporating different product technologies into business problems; ability to learn new applications and technologies.
• Experience driving and gathering business requirements, assessments, and solutioning, especially in the areas of support.
• Experience working with both business and technical teams, coordinating solution design, development/configuration, and deployment across multi-dimensional teams.
• Experience in business process analysis.
• Analytical mindset and data-driven competencies are a must, with the ability to dig "under the hood" and leverage usage and adoption data points to drive value and change.
• Proven ability to coordinate a diverse set of business users to develop cohesive and streamlined requirements, documentation, and user acceptance criteria.
• Excellent spoken and written communication as well as receptive listening skills, with the ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.
• Excellent team player who is able to work within a global operating model, including virtual and distributed cross-functional teams, with the flexibility to work across different time zones.
• Ability to support team members and improve work processes.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.