Senior Salesforce Business Analyst (Hybrid)

Job Summary:

Senior Salesforce Business Analyst
Location: London (hybrid)

Contract: Permanent, Full-time

THE TEAM

This role is a core function within our Global IT and Salesforce Technology department and will report to the Director Global Salesforce Business Engagements. This role will work in partnership with the Global Salesforce Operations (Administrator) Team and the Global Salesforce PMO function. This role also requires close collaboration with the wider IT teams, which includes IT business applications, IT service delivery and IT enterprise Cloud systems.

The Global Salesforce Team supports B2B Salesforce across the entire Ticketmaster business globally. Our core teams are located in North America and the United Kingdom, and we have a significant number of work-from-home team members. We support several Salesforce orgs and nearly 2,000 users in 25+ countries. The team operates within the broader Salesforce footprint of our corporate parent, Live Nation.

The Global Salesforce Team is a service organization dedicated to delivering world-class enabling technology to the global Ticketmaster and International Live Nation businesses. As such, the team prides itself on building and maintaining close relationships with business leaders and developing a deep understanding of their business processes and challenges. Every member of the team has a business-first, technology-second mindset.

The service organization ethos fully applies internally to our team as well. We pride ourselves on supporting each other, putting our heads together to solve problems, and collaborating to maximize each individual’s skills and potential.

The team is tasked with assuring that the Salesforce platform and its associated technologies are properly maintained following best practice methodologies and, importantly, our global data privacy and governance models, our audit and compliance policies and procedures, and our systems are kept safe and secure following both IT, Compliance, Data Privacy, and Information Security policies.

This role supports existing Salesforce deployments as well as implementing new features.

THE JOB

This role is an opportunity to become an integral part of our global organization and participate in highly visible and impactful strategic initiatives across business disciplines, geographies, and technologies. The Business Analyst will work with stakeholders from across the business to create and optimize Salesforce-based business processes.

The Global Salesforce team operates as an internal consulting organization within Ticketmaster, delivering Salesforce-based business processes to internal customers. In our process-first approach to systems projects, the Senior Salesforce Business Analyst is the lynchpin of the project delivery team, which may consist of other business analysts, solution architects, developers, administrators, and representatives from the business. The Senior Salesforce Business Analyst will work hand in hand with the business to capture business requirements and apply Salesforce expertise to leverage the capabilities of the platform to achieve them.

To be successful, the Senior Salesforce Business Analyst should become a trusted and credible adviser to key business stakeholders over time. He or she should also display strong instincts on the IT side to deliver simple, scalable, and maintainable solutions that deliver real value for customers.

You will collaborate closely with stakeholders across various departments to streamline processes, enhance user experience, and maximize Salesforce's potential to support business objectives.

WHAT THIS ROLE WILL DO

• Leads requirements gathering sessions, proactively drawing out requirements from stakeholders.
• Creates requirements definition documentation, including use cases and functional specifications, to capture business needs, validate with the customer, and share with project stakeholders.
• Translate and communicate requirements and solutions back to the business using story-based narratives as well as presenting this in an executive reporting presentation.
• Identifies and resolves problems which may impact projects by monitoring progress and project status. Escalates important issues to the attention of Management so that decisions can be made promptly.
• Create high-level models and user prototype interfaces to identify and validate business processes and solutions when appropriate.
• Mentor less experienced Salesforce Business Analysts as directed: review use case documentation and provide constructive feedback.
• Develop reusable templates and maintain Business Systems Analyst methodology.
• Participating in global Salesforce Steering Group meetings, where required.
• Ensure all technical documentation/records are kept up to date following any system changes and new project implementations.
• Collaborating closely with the global IT business applications teams as needed.
• Lead weekly BA review meetings and ensure prioritised items are correctly in place for tech review.
• Following TM PMO Project Management methodologies and Agile for the successful delivery of projects.
• Know who our key stakeholders are and gradually build up a full knowledge of all our business processes.
• Full Knowledge of the Salesforce platform and before a trailblazer with an understanding of new & upcoming features in the Salesforce ecosystem to provide recommendations for greater efficiencies.
• Supports testing cycles (UAT, regression, system) and/or Training/Training Materials.
• Develop reusable templates and maintain our Global Salesforce Business Analyst team methodology.

TECHNICAL SKILLS/COMPETENCIES

• Required
  • Salesforce Expertise: A deep understanding of Salesforce platforms, including Sales Cloud, Service Cloud, and other Salesforce products, and proficiency in Salesforce configuration, customization, and administration are essential.
  • Communication: Excellent communication skills are crucial for effectively liaising between business stakeholders and technical teams. The ability to articulate complex concepts clearly and concisely is crucial.
  • Documentation: Ability to create comprehensive documentation, including business requirements documents, technical specifications, and user manuals.
  • Leadership: Leadership qualities to mentor junior team members, lead cross-functional teams, and drive Salesforce initiatives forward.
• Strongly Preferred
  • Salesforce Administrator certification
  • Experience with solution design
  • Client-facing experience in a Salesforce consulting organization
  • Experience on one or more Salesforce projects through its full lifecycle
  • Project management skills and the ability to manage small projects
  • Strong “instincts” to build solutions that are architecturally sound, maintainable, and scalable
  • Bachelor’s degree in computer science or Management Information Systems
• Preferred
  • Hands-on experience coding in Apex and Lightning technologies
  • Salesforce App Builder certification

BEHAVIORAL SKILLS/COMPETENCIES

• Experience as a Business Analyst in a Salesforce-based environment
• Excellent verbal and written communication, including the ability to organize large amounts of information in a way that can be presented and easily consumed by leadership to make business decisions
• Ability to lead and work in an Agile development environment (i.e. lead Backlog Refinement, Sprint Loading)
• Ability to travel for training, occasional team meetings, and projects, including international travel (~10% max)
• Ability to think clearly under pressure and be flexible to change
• Solid analytical and problem-solving skills working with complex systems, processes, and data issues
• Strong business acumen, innately resourceful, curious, and smart when solving problems
• Time/task management and organization skills to balance competing priorities in a fast-paced environment
• Strong customer service skills – Ability to interface effectively and establish quick credibility with enterprise business leaders
• Work well in a virtual team environment with strong collaboration skills
• Must have meticulous attention to detail, organization, and commitment to quality
• Communicate regularly with the user base regarding new features, enhancements, and changes to the system
• Collaborate and build meaningful reports and dashboards for users, management, and leadership

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. #LI-JCK #LI-Hybrid