Business Process Analyst - Issue to Resolution

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Job description

Description

It's an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine's Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500. Our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies-and having fun along the way!

We are looking for a Business Process Analyst for Salesforce Service Cloud (CRM) - Issue to Resolution within IT Strategy & Operations, reporting to the director of Product Management - Issue to Resolution. In this role, you will work with key business stakeholders and your product team to capture high-level as-is and to-be process flows, as well as process documentation to support story requirements. You will play a critical role in helping formulate, document, organize, and monitor cross-departmental activities to improve our systems, processes, and reporting, especially as they relate to CRM - Issue to Resolution.

You're the ideal candidate if you are a strong communicator and enjoy the art of dissecting a process. You understand the need for stakeholder engagement with persistent follow-up, are self-motivated, and can manage parallel workstreams. You are a stellar collaborator and work across teams to develop the best-documented processes and workstreams. You have a high degree of professionalism, attention to detail, and the drive to go above and beyond.

What you'll do:

• Partner with stakeholders across IT and business units to drive and capture as-is and to-be process definitions in support of story requirements and the library repository
• Translate business steps into documented workflow diagrams-both As-Is and To-Be
• Manage stakeholder relationships, understand business processes, and work with the business unit and process architects to fill in gaps in the existing process library
• Partner with your product and delivery teams to proactively identify the business process documentation needed to support driving business decisions and story requirements
• Apply your appreciation of UX to inform To-Be process definitions and support requirements and data needs
• Ensure end-to-end documentation by validating processes and system integrations with other teams, systems, solutions, and process steps
• Develop and maintain a detailed understanding of IT solutions and understand both upstream and downstream integration points

What you'll bring:

• 3+ years of directly related professional experience with CRM in a process analyst, business analyst, or product manager role
• Proven experience with Visio, Lucid Charts (bonus if you know Signavio), Salesforce, Agile tools, and other methods
• Experience in business process documentation and business process analysis, the ability to translate disparate information into clear diagrams and/or documentation, and a consistent track record of working across multiple stakeholders
• Ability to proactively solve problems, thrive in a fast-paced environment and navigate competing actions with a positive attitude
• Superb communication and presentation skills and the ability to filter and convey relevant information to the appropriate audience
• A passion for UX and the ability to translate into process design and requirements
• Ability to develop strong, trusting partnerships in a collaborative environment
• Thorough understanding of enterprise business processes
• Knowledge of the business needs for "issue to resolution"
• Competent project management skills
• Bachelor's degree in a related area

What success looks like:

After six months, you will...

• Work across key stakeholders and have a firm grasp of Salesforce Service Cloud - Issue to Resolution tools, processes, and operations
• Document primary Salesforce Service Cloud business process flows
• Contribute critical documentation support to help expedite the product backlog
• Analyze additional incoming data to be able to validate and update existing processes

After one year, you will...

• Understand the Salesforce Service Cloud - Issue to Resolution system functionality, including SFDC and Gainsight
• Identify opportunities to improve systems and processes
• Collaborate with peers and teams across the organization on various business process-related initiatives
• Be a go-to person and key contributor for process library-related items

We've got you covered:

Our holistic benefits package includes coverage of your health, wealth, and wellness-as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values every day-we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

Speaking of a great work environment, here are just a few of the perks you may enjoy, depending on your location...

• Onsite massages, clubs, farmers market, and fitness classes
• Delicious and healthy snacks and beverages
• Electric vehicle charging stations
• Outdoor amenities, seating, and courtyard BBQ
• Dog park and pet-friendly programs
• Newly remodeled offices with state-of-the-art amenities

Why Infoblox?

We've created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you're a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it's like to be a Bloxer. We think you'll be excited to join our team.

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