Careers — Arthur Ventures
Salesforce Business Analyst at Infusionsoft
Chandler, AZ, US
At Infusionsoft, we help small businesses succeed.

We don’t just say that, we mean it and we do it every day. And often times, working at Infusionsoft is much like running a small business. There will be long days and incredible challenges, but the reward will be contributing to something that is larger than you. We want you to bring hustle, grit, and passion to everything you do here. You will be expected to take high ownership and improve yourself constantly. You will be held accountable to our 9 Core Values and will be expected to hold your teammates accountable as well. The values are what unify us and allow us to make the impact that we do. They are crucial on our mission to becoming the undisputed champion of small business success.

Together...we will replenish the middle class. We will elevate the worldwide economy. We will inspire kids to dream of becoming entrepreneurs.

We are the Internal Systems Team – a group of Infusionites dedicated to making business operations better by creating powerful resources for our internal customers. Under the leadership of the People Operations organization within Infusionsoft, we aim to produce fantastic, helpful, game-changing products that serve other business units of the company.

As a Salesforce Business Analyst, you will be part of a team who is driving technology and innovation for the Internal Systems team at Infusionsoft. You get to work on Salesforce.com projects as well as other key systems that are the foundation of business operations. The team is divided into multiple agile teams who work closely with stake holders and internal developers to build amazing platform enhancements and services to help our business grow and better serve small businesses.

The Work

Configure and support the Salesforce system (Service Console) to create efficiency and scalability within our Customer Journey
Support day to day operations for our Delight Organization (Customer Service/Call Center)
Complete all committed work within each Sprint as designated by the Customer Journey Product Owner/Scrum Master
Daily Execution Excellence

Continually improve Infusionsoft’s Salesforce instance and other internal systems
Build and develop on our existing service console (working knowledge of cases)
Design, document, build, test, deploy, and maintain enhancements to Salesforce custom objects, validation rules, page layouts, workflows, reports and complex dashboards
Provide functional support for existing and future business processes on Salesforce.com, and other integrated platforms that support Customer Delight organization
Stay current with the periodic Salesforce releases and leverage the updates as applicable
Translate business needs into technical requirements
Continually seek ways to simplify, optimize, and automate business processes
Communicate with cross-functional teams regarding status, technical issues and creative solutions
Provide support and quick resolution of internal customer requests
Work directly with the Customer Journey SCRUM team to quickly deliver results to internal stakeholders
Expertise

If you can execute the work, you can do the job. That being said, we realize we likely need someone with…

Salesforce.com administrative experience with SFDC Service Cloud, SFDC Communities, SFDC Case Management, SFDC Knowledge Management, and SFDC Live Agent
Understand and have experience working in a fast paced Customer Service environment
Aptitude for solving business processes and problems by using core Salesforce.com functionality, including but not limited to custom objects, workflows, process builder, profiles, sandboxes, and AppExchange applications
A desire to create and enhance business processes focused around the NetSuite and Salesforce platforms
Proven track record of researching and analyzing complex business and operational issues and delivering scalable solutions
Work experience in an Agile development team
Ideally, You Will Possess…

4-year degree in Computer Science, Business, or related field
Salesforce Administrator Certification is a plus
Working experience with Salesforce (Service Cloud), NetSuite, Jira, Confluence, or other enterprise related software experience
2+ years of Salesforce Administrator or related CRM experience
Knowledge of business processes (Customer Service/Call Center), business applications, and automation
Obsession with processes improvement and data cleanliness
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts
Must be detail-oriented, with strong abilities to prioritize, multi-task, and perform effectively under pressure