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Support Business Analyst

Company: Stanley Black & Decker
Location: Fishers
Posted on: July 13, 2019

Job Description:


Support Business Analyst



US - Global IT

State / Country / Province


Job DescriptionAbout the Team

Joining the Stanley Black & Decker team means joining one of the world's largest, fastest-growing, and most dynamic companies. Stanley Black & Decker is unique in that we've got a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company poised and ready for the future.

Being a part of our team means living our core values of

  • courage & innovation
  • agility & performance
  • inclusivity & collaboration
  • integrity & accountability

    It means thriving in an environment of constant innovation and positive change. It means delivering tools, services, and solutions that the world counts on when it really matters. It means maintaining the highest standards in everything you do, every day.

    Position Summary

    Provides cost effective business systems and applications analysis in support of the development and implementation of business applications. Includes evaluation, analysis, documentation of requirements, translation into proper system requirement specifications and configuration. Formulates and defines systems scope and objectives based on both end-user needs and a thorough understanding of business systems, applications and industry requirements. Operates as a liaison between technical personnel and the appropriate end-user department. Evaluates and translates end user needs and problems to technical associates and/or vendors where appropriate. Understands the business implications of technical solutions, and assists in defining and documenting the technology solutions to support any future business needs. Teaches end users new technology and enhancements using all appropriate communication tools as well as providing support for existing system.

    Principal Accountabilities


    • North America SFDC/CPQ: Sales Cloud and Service Cloud + Interfaces with SBN that will be replaced with SAP in July 2018

      Support: Help and Inquiry

      • Qualify the End users request for Help on usage, training, data ---
      • Coordinate with the end user for a ticket closure

        Support: Bug fixes

        • Qualify the End users request for bug fix in coordination with the developers' team
        • Coordinate with the developers and the End Users for building, testing and validating the fix

          Support Enhancements:

          • Gather, analyse and align business requirements for each instance (during requirements gathering meetings)
          • Assess business requests, translate them into functional requirements
          • Document and get the "sign off" from the Business to pass the requirements to the development team
          • Communicate and share new processes within the business
          • Set & run business scenarios for user acceptance tests (UAT)
          • Participate in testing and approving the "application enhancement requests" in a test environment - before production release
          • Manage the deployments: deliver training & support for key users (as part of the deployment)
          • Share feedback with the technical delivery team
          • Work with a core team to provide ongoing support and review business requests


            --- Knowledge of basic principles, methods, technologies and practices of a professional/technical field.

            • Apply a basic understanding of the underlying principles of a professional discipline -typically obtained through formal study.
            • General knowledge of procedures and activities within own work area.
            • Ability to relate actual day-to-day work to business priorities.
            • Focused on learning the key aspects and duties of the job being performed.

              Problem Solving

              --- Applies research, information gathering and analytical skills.
            • Selects appropriate alternatives from defined options.
            • Collects required documentation; verifies conformance of documents with standards.
            • Assesses accuracy of detailed information.
            • Tracks, maintains and produces regular and ad hoc reports.
            • Handles detailed, structured problems.
            • Identifies roadblocks to task completion and effectively brings them to management for resolution.
            • Generally uses existing procedures to resolve standard problems.
            • Works on assignments where judgment is required a majority of the time.


              --- Works under general direction, seeks assistance as needed.
            • Completes work in accordance with accepted practices within field.
            • Establishes approaches for completing assignments.
            • Independently gathers information.
            • Adjusts to multiple demands and shifting priorities; accepts responsibility for results of actions.
            • Works with team to support achievement of project milestones and deliver on internal and/or external commitments.
            • When assigned to a customer team, supports small project teams or specific components of a customer engagement.


              --- Contributes to own team/closely related teams through quality and accuracy of own output.
            • Understands how work area performance impacts results.
            • Builds productive internal relationships.
            • Collaborates with others to achieve objectives and ensure information flow.
            • Conveys information in a concise and professional manner.
            • Asks effective questions and solicits feedback to understand needs.
            • Anticipates future needs based on past transactions.

              Skills & Experience

              • 4-6 years' experience in CRM-related IT / business analyst projects (SFDC preferred)
              • knowledge of SFDC Sales, Service clouds; experience with modelling business processes - sales and operations.
              • Salesforce certification: ADM 201 (ADM 202 is a plus)
              • Experience with interpreting business needs and translating them into application and operational requirements
              • Excellent communication skills; ability to manage relationships with diverse stakeholders
              • Dynamic, open to change
              • Effective time management


                --- Undergraduate degree and 4-6 years relevant experience, or

                • Graduate degree and 2-4 years relevant experienceRequisition Number




                  EEO Statement

                  All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran's status or any other protected characteristic.

Keywords: Stanley Black & Decker, Fishers , Support Business Analyst, Professions , Fishers, Indiana

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