Perform complex business and systems analysis work; conduct requirements gathering/analysis via information gathering sessions with business users and technical staff. Develop supporting process flows Conduct analysis of existing business processes; recommend process improvements Build and implement new solutions in SFDC related to commercial process improvements such as document management, mobile applications and territory management. Responsible for providing data expertise and consulting related to commercial reporting and analytics. Assist with development and maintenance of reports/dashboards using either SFDC report builder/workbench or SSRS (Microsoft BI) Develop training materials and conduct training sessions with business users to improve adoption and efficient use of all systems related to the Commercial job functions. Create and manage complex workflows in SFDC as they pertain to business process Assist in the evaluation of App Exchange tools for feasibility and impact to the business Create and maintain business requirement documentation which can include use cases, process flows, and system interface diagrams Create design documentation based on business requirements Communicate effectively with business users on the status of enhancements, projects and open production support tickets Develop comprehensive test plans with users, coordinate test activities and/or help execute test components Manage enhancement queue and provide production support resolutions in SFDC Requirements Knowledge / Education User is actively working with SFDC in current position or has done so in a recent position. Certification in SFDC administration and/or development preferred. Strong knowledge of Salesforce.com including workflows, triggers, reporting, general design concepts and overall approach of Salesforce.com as a CRM platform Knowledge of SFDC custom development and visual force code is a plus but not required Proven knowledge of the software and systems development life cycle Proficient understanding of relational database concepts Knowledge of SSRS reporting platform is a plus BS in an IT-related discipline such as Computer Science or equivalent experience. MBA a plus Job Experience At least 4 years of experience working in a Business Analyst or SFDC developer function At least 2 years of experience working on projects related to Commercial/Sales process improvement Detailed experience with the CRM reporting and analytics Ideal candidate will have conceptual knowledge at least one of the following systems and/or processes (although it is not required): Marketing automation / lead management solutions Call center processes CTI (Call Telephony Integration) Proven ability to provide business analysis and system development/configuration deliverables related to process improvement Experience supporting or working with a Commercial organization, preferably in the pharmaceutical, medical device, or any other regulatory controlled industry