Salesforce Business Analyst Specialist

Company DescriptionCREATIVITY IS OUR SUPERPOWER. It's our heritage and it's also our future. Because we don't just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard-when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.The Team:Be a part of an organization that is modernizing and transforming its IT platforms, processes, and skills to accelerate Mattel's strategy to unlock a world of tech-enhanced 360-degree play experiences!Global Supply Chain System, in the Global Technology Organization (GTO), manages the overall performance and delivery of projects covering the Planning, Manufacturing, Quality, Logistics, Consumer Services, and Sustainability portfolios. This team is the main liaison between our business partners and our IT support and development teams. We ensure application stability through our outsourced production support vendor and deliver technology capabilities that transform our business operations in partnership with the supply chain teams globally.Job DescriptionThe Opportunity: Mattel is currently seeking a Salesforce Business Analyst Specialist - Global Consumer Services Systems. The role will be part of the Global Technology Organization and report to the Senior Manager, IT of Consumer Services and Quality. The Consumer Services Salesforce and VCC platforms help drive quality, safety, and compliance required to sell our products in global markets and for customer service. This role will manage technical resources including Mattel and service providers and software providers. The Business Analyst Specialist will need to partner with business analysts and business partners on process harmonization and requirements, with the architects on solution alignment and with our developers to deliver capabilities that are aligned with our business strategy and goals.This position will collaborate closely with Salesforce-related vendors, business partners, and the global IT organization by evaluating systems and processes and driving system and process improvements to the Salesforce platform. This role will work both in partnership with Salesforce system integrator vendors as well as independently to support change to the Salesforce system and integrations. This role will be responsible for having a detailed understanding of the technical architecture of the Salesforce system, changes in plan and backlog, the CI/CD process, and issue remediation. This individual is expected to drive efficiency and continuous improvement to the Salesforce environment and integrated solutions.What Your Impact Will Be: New Capability DeploymentWork closely with the Senior Manager, business leadership and personnel in technology modernization initiatives across all phases of the project lifecycle (analysis, design, build, test, deploy)Lead requirements and design discussion with IT and business resources; be able to demonstrate the primary features and functionalities of an application and how it works and communicate impact to the business processes and usersWork side-by-side with the business team to gather detailed requirementsApply leading practices to requirements and processes and facilitating the development of to-be processes to be deployed on the modernized Salesforce and VCC platform which effectively support Mattel's operations as well as customer careEffectively partner with third party resources in planning and delivery of assigned initiativesSupport go-live preparation and production rollout activitiesSupport business driven projects that integrate with both on-premise systems and cloud-based SaaS solutionsProject management for smaller initiatives following the Mattel Operating ModelRecommend and implement changes to applications and processes that meet business requirements or make them more efficientBe an integral part of future upgrade and implementation project teams that will modernize or improve business systems and operationsBusiness ContinuitySupport Global Consumer Services system change processesIdentify and address IT issues as primary point of contact and optimize infrastructure, hardware, software and processes, in close partnership with the GSC business team and driving GTO dependenciesEnsure proper processes and document requirements are being followed across the Global Consumer Services organizationProvide subject matter expertise in project and operations related to SalesforceEngage in rigorous root cause analysis, problem solving and solution implementationsEnsure system processes work in a manner that adheres to customer requirementsMaintain and update systems and data - combination of legacy systems and Salesforce platformsAbility to identify systems problems, solution fixes, present to leadership, and implement changesMake and deploy configuration changes to the Salesforce environment in compliance with Mattel change control processesQualificationsWhat We're Looking For:Bachelor's Degree in computer science, information systems or a related field.5+ years related experience in Technology/Operations serving end customers.5+ years related experience with Salesforce Service Cloud with end-to-end implementation experienceSalesforce administrator, business analyst, and/or consultant certification(s)5+ years related experience with NICE InContact VCC and IVRExperience with Salesforce integration capabilities and implementation a plusExperience with NICE InContact Workforce Management, QM Pro, and Interaction Analytics a plusAbility to work remotely but should be open to travel as needed (Up to 25%).Experience in managing small to medium-size projects and leading team effortsComfortable working in a matrixed organization to drive outcomesPrior experience in fast paced technology implementationsResponsible for understanding and translating the business' requirements into actionable Salesforce solutions while support the design review, unit, system, and user acceptance testingSkilled at documenting the current state and future state business processes - performs business process gap analysisMust have working knowledge in the customer service domainExperience with compliance documentation management and supportExperience with legacy as well as modern systems, especially coverting legacy systems to Salesforce CloudExpert understanding of various modern technology platforms that support technology serving end users - ideally in the customer care, D2C.Analytical and reporting skills such as creating dashboards and establishing KPIs such as experience with PowerBI, Cognos, Tableau, and Google Data Lake/AWS is preferredExpert knowledge of middleware components and capabilitiesKnowledge and experience with deploying operating systems, applications, patch management and desired configurations.Implementation experience in the following will be advantageous: Salesforce, legacy systems, application rationalization/modernization, middleware, contact centersStrong analytical and critical thinking mindset.Expert relationship management/networking skills.Expert verbal and written communication skills.Comfortable presenting to business stakeholders on a regular basis.Should be able to work independently under minimal supervision and be a good team playerProficient in Microsoft Word, Excel, PowerPoint, Project, Visio, SharePoint, and Jira as well as other project management and time tracking tools Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselvesThe annual base salary range for this position is between $92,000 and $140,000**This range is indicative of projected hiring range, however annual base salary will be determined based on a candidate's work location, skills and experience.Additional InformationDon't meet every single requirement? At Mattel we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.How We Work:We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.Who We Are:Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in more than 195 countries in collaboration with the world's leading retail and ecommerce companies.Mattel is recognized as a Great Place to Work™ and as one of Fast Company's Best Workplaces for Innovators in 2022.Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, military spouses, individuals with disabilities, and those of all sexual orientations and gender identities.Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.Videos to watch:The Culture at MattelMattel Investor HighlightsVideos To Watchhttps://youtu.be/gWyvtJNrMnohttps://youtu.be/Glfk9cIb_P4