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Business Analyst-Customer Experience CRM in Phoenix, AZ

About Us
About Us
Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste. Through our subsidiaries, Republic’s collection companies, recycling centers, transfer stations, and landfills focus on providing effective solutions to make proper waste disposal effortless for our 14 million customers. We’ll handle it from here., our brand promise, lets customers know they can count on Republic to provide a superior experience while fostering a sustainable Blue Planet for future generations to enjoy a cleaner, safer and healthier world.

Why Work with Us
Our Company cannot thrive without great people devoted to serving customers, the community, and the planet. We hire the best people to make Republic a great place to work. We are focused on attracting talented individuals across professions who are as committed to serving customers and the planet as we are. We strive to create a workplace that's meaningful and rewarding to our 33,000 employees. That's why we are proud to be recognized as Best Large Employer by Forbes, World’s Most Ethical Companies by Ethisphere, and One of the Most Meaningful Companies to Work for in America by Business Insider.

Job Description
The Customer Experience CRM Analyst will be a leading role in the creation of future state technologies, processes and tools that will continue to transform customer service at Republic Services. Working closely with Operations, Information Technology, Digital Operations, Sales, and other cross-functional stakeholders, the CRM Analyst will assist with Customer Resource Centers desktop technologies (Salesforce Service Cloud, Knowledge Management, Omni-Channel and others) through documentation of new enhancements and projects. The CRM Analyst will support the Customer Experience leadership and other members of the Customer Experience team to identify process improvement, productivity opportunities and the customer experience of Republic Services Customer Resource Centers.

Knowledge, Skills & Abilities

Preferred Qualifications

Principal Responsibilities
• Actively works across groups of internal and external resources, touching all phases of solution documentation including planning, requirements, development, and implementation to drive customer-facing and productivity enhancing capabilities.

• Creates process documentation and project content in order to develop project deliverables.

• Plans and coordinates business and functional requirement gathering from Business Owners and Subject Matter Experts.

• Performs research and analysis on requested capabilities and creates associated User Stories.

• Continuously provides input on process improvement and development standards, procedures, and management routines to ensure proposed and implemented solutions meet customer and operational demands.

• Develops and maintains extensive knowledge of stakeholder business processes and partners with them to define appropriate technology requirements to include providing insights and knowledge into business requirements, future state process definition, and scope/approach for department projects and initiatives.

• Performs business process analysis modeling use cases, process flows, and data mapping to facilitate User Story development.

• Collaborates with business and technology staff to proactively evolve CRM platform capabilities.

• Assists others with creation of the value proposition (ROI) for proposed projects.

• Performs profiling and analysis of data from source systems.

• Coordinates status meetings to address gaps/open items in deliverable creation and produces progress reports, as required.

• Remains up to date on applicable technology and business trends related to the functional area of ownership.

• Maintains working relationships with software application vendors.

• Provides support and participates in functional and user acceptance testing.

• Travels up to 25% of the time.

• Performs other job-related duties as assigned or apparent.

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

• Minimum of 3 years of professional experience in a business analyst capacity. (Required)

• Experience with large-scale process improvement and/or technology implementations in a key support role. (Required)

• Demonstrated knowledge of CRM (or other major commercial) platform. (Required)

• Experience with Salesforce Service Cloud and/or other Salesforce applications.

• Bachelor’s degree in business or 8 years of related experience.

• Demonstrated knowledge of the entire Software Development Lifecycle (SDLC).

• Ability to engage and develop productive working relationships with business stakeholders at all levels from end-user to senior leadership.

Rewarding Compensation and Benefits

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.
Posted Date:11/29/2017 1:57:19 PM
Job Type: Exempt
Req #: 37771BR
Location: 04223: Phoenix - 20830 N Tatum Blvd,
Job Category: Sales/Marketing/ Business Development
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