30 days old

Business Process Analyst - Salesforce

Airlines Reporting Corporation
Arlington, VA 22201
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Location: US-VA-Arlington | US-FL-Tampa | US-KY-Louisville
Job ID: 2022-2177
# of Openings: 1
Category: Customer Operations and Support

About The Role:

** ARC requires all employees to be vaccinated against COVID-19.

We will consider medical and religious accommodations as required by law **

The Business Process Analyst will solve business problems in the areas of customer experience, productivity and quality using tools such as Six Sigma (DMAIC, DFSS), Lean/Kaizen, customer data analytics, KPIs and creative problem solving. Support to continually improve the customer experience (internal and external), productivity, quality of ARC's business processes at both the department and enterprise level. This position will focus on Salesforce as the primary platform for developing business processes, with intersections with other systems and applications as needed. This position is also responsible for supporting the Salesforce program in a business analyst capacity. Demonstrate solution functionality to business stakeholders as needed, design and participate in end-user acceptance testing, and perform impact analysis for scope change requests, document changes to requirements, configuration, and data mapping.

What You'll Get to Do:

  • Lead and support future state initiatives and projects to achieve high levels of customer experience (internal and external), productivity and quality for department and enterprise business functions.
  • Work with stakeholders, department leaders, process leaders and process operators to elicit requirements for future state business processes, metrics, dashboards and Salesforce needs through interviews, focus groups, workshops, surveys, process observations and process data analysis.
  • Use understanding of technical aspects of ARC business processes and applications to assist in identifying solutions, support building requirements and implementation.
  • Have a strong understanding of ARC's business processes, data, data sources, systems and applications to identify system improvements / enhancements with flowcharts, flowchart narrations and user stories.
  • Ensure future state requirements are aligned with ARC's Key Business Objectives (KBOs), Salesforce best practices, business process re-engineering principles and customer experience best practices.
  • Serve as a business analyst by providing expertise on ARC's Salesforce capability in order to provide analysis, input and guidance on future state Salesforce requirements.

You'll Bring These Qualifications:

  • Bachelor's Degree in Business, Industrial Engineering, Operations Management or similar discipline
  • 3-4 years of experience
  • Salesforce experience required.
  • Green Belt Six Sigma Certification, Lean/Kaizen Certification, Certified Customer Experience Professional (CCXP), Salesforce Admin certification preferred
  • The ability to use qualitative and quantitative data in making fact-based decisions
  • Must be able to extract objective information from large amounts of ambiguous information
  • Must be able to negotiate for SME resources and manage projects with limited authority over SMEs
  • Strong verbal and written communication are key in conveying findings, recommendations and project results
  • Strong skills interviewing SMEs, facilitating workshops and surveying internal and external customers
  • Proper Credentials in formal business improvement methods such as a certificate in Six Sigma, Lean/Kaizen, Customer Experience
  • Strong knowledge of Salesforce functionality
  • Ability to write clear and effective business and system (Salesforce) requirements and user stories

What We Can Offer You:

  • Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
  • Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
  • ARC offers WorkFlex. WorkFlex is ARC's new work model, allowing employees in eligible roles to work virtually without set days in the office. ARC employees can work from the office, at home or any combination of the two. There will be times when it is important to gather in-person and WorkFlex employees will be expected to come into the office or another location, when needed.
  • We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
  • By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.

EOE M/F/D/V Females and Minorities Encouraged to Apply



Posted: 2022-07-15 Expires: 2022-08-16

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Business Process Analyst - Salesforce

Airlines Reporting Corporation
Arlington, VA 22201

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