Salesforce Business Analyst
Do you like investigating problems and finding root causes? If your answer is yes and you also have experience in Salesforce, this role is for you! We are looking for Salesforce Business Analyst to join the Egencia brand.
The Egencia Global Customer Operations function supports our customers as they book and handle their travel across global markets. We’re there for our customers 24/7, and we’re passionate about delivering excellent customer experiences. We’re investing in a new, end to end solution for handling contacts across all of our locations and teams. This investment will transform how we deliver service, and will improve not only the experience of our customers but also the experience of our hardworking group of over 2,500 travel consultants and support functions.
As a Salesforce Business Analyst, you will have a key role in helping us to achieve this vision. The scope of the transformation includes not only the tools, but also the associated processes, user deployment and change management workstreams that will be needed to drive successful results..
Partner with teams across Egencia to understand and detail existing business workflow between multiple data sources and provide guidance on improving this to an agreed end state
Partner with teams to resolve future improvements and provide an output to teams who you will then work with to prioritize the ask effectively
Work with functions across Egencia to ensure Salesforce Operations reports are developed and utilized
Perform gap analysis to find opportunities for process improvement or management control of work flow within Salesforce
Identify and resolve problems that may impact projects by supervising progress and project status
Respond and communicate efficiently between the business, tech and QA team on projects and to facilitate resolution of user issues as and when necessary
Assist in User Acceptance Testing as and when required by the needs for the Transformation or other Egencia related projects
Previous business analyst experience and on Salesforce Service Cloud
Experience in the contact centre industry is a plus
You thrive on data and providing key business insights based on analyzing multiple data sources
Take the initiative to identify what the business should be tracking and evaluating
Have the ability to think through problems and make actionable recommendations
Demonstrate a passion for continual learning and willingness to take on and learn new skills
Communicate in written, oral and presentation formats to best represent and express user and organizational requirements to audiences up to senior management
Be proactive and influence others in the transformation
Knowledge of working with agile project methodologies
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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