Poly Hiring for Business Systems Analyst – Salesforce Admin at Hyderabad, Telangana Full Time

Full Job Description
Requisition ID: 60296

Location:
Hyderabad, India – States, India

Function: Services & Customer Care

Work is no longer a place. It’s what you do. And how you do it. More fluid, more flexible, powered by your imagination and by some amazing technology!

That’s where we come in. We are Poly. We outfit you with beautifully designed and engineered audio and video products so that YOU can do YOU. Wherever and whenever.

Join us as we pursue our disruptive vision to bring professional audio and video meeting technology and services to everyone. Be a part of our journey!

Poly has a diverse portfolio of systems and applications supporting Poly’s Global Customer Solutions business unit including Salesforce CRM, Salesforce Communities for online support, Oracle EBS ERP, Power BI solutions for analytics, and custom web applications amongst others. The Business and Data Analyst will be part of the Support Capabilities Enablement team within Poly’s Global Customer Support organization and will be a key contributor to our systems roadmap in defining and managing business requirements for our global support systems infrastructure.

This individual will work with business users to gather business needs, transfer these into business requirements, collaborates with cross-functional teams in requirements prioritization, release planning and roll-out, provide user support and coordinate resolution of issues. He/she will need to work across all operating levels, spanning from detailed data analysis to developing test, training, and roll-out plans.

Your Day to day

Serves as the major resource for the management, training and coordination of all systems and tools used by the Global Customer Solutions (GCS).
Primary responsibilities include designing, deploying, testing, and coordinating business requirements with IT specific to Salesforce Service Console, i3 Genesys and integrated third party applications.
Works closely with Poly GCS Customer Resolution Team to identify and maximize opportunities to use information and technology to improve service delivery and/or business processes.
Understands new business needs and convert those into business requirements, and subsequently, UAT test scenarios.
Coordinates the development of all approved system/tool changes. Suggests changes to senior management using analytics to support recommendations. Actively participate in the implementation of approved changes.
Develops and reviews use cases and other technical documents with IT project staff to ensure business requirements are adequately reflected in technical planning documents.
Represent Services requirements and interdependencies in cross-functional systems/process programs.
Participate in functional and design reviews of strategic projects. Actively participate in identifying system alternatives and solutions.
Collaborates with designated team to update existing processes, support systems and documentation to reflect newly deployed business processes or system changes.
Assist in preparation of department/corporate presentations.
Attend training classes to increase knowledge of software programs, company information, time management, or other skills as required.
Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues.

What you bring to the team :
A bachelor’s degree in business or related field
A proven track record of supporting successful projects in a customer support environment (CRM, Case Management and Voice platforms).
A minimum of 5 years’ experience in business analysis or a related field ideally in a publicly listed organization
Proficient in Admin for Salesforce.com – preferred Certified Salesforce Administrator (ADM 201)
Integrity and a strong work ethic with a high level of attention to detail
Competency in Microsoft applications including Word, Excel, and Outlook.
Proactive and self-starter with experience in owning processes and results.
Fluent English.
Excellent written and verbal communication, including technical writing skills.
Detail oriented, analytical and inquisitive.
Ability to work independently and with others.
Extremely organized with strong time-management skills.

Our Culture

At Poly, leadership principles aren’t just something we talk about, they’re something we live and breathe. We believe in creating a work environment where people feel empowered, supported, and included –where trust and transparency are built into the way we work – where creativity, curiosity, and continuous improvement are encouraged and nurtured every day.

C3 – Customer. Customer. Customer: Customer obsession is everyone’s job. You enjoy solving customers’ problems – big or small. You work closely with customers, channel partners and their teams to deliver innovative solutions.
Raise the Bar: You take pride in your work and know details matter. You know that shavings make a pile. You seek every opportunity to continuously improve teams, products, and processes.
Communicate Courageously: You speak with candor but aren’t a jerk. You constructively challenge your teammates to get to the best possible outcome or decision. Once a decision is made, you fully align and stay aligned.
Onward and Upward: You learn from the past but focus on the future. You rapidly adapt to changes in the marketplace. You help to create solutions that move the company forward with energy, momentum, and results.
Own It: You know your business, your customers, and your team – inside and out. You don’t sacrifice long-term value for short-term results. You act with integrity, spend money like it’s your own, and put Poly first.
Take the Leap: Speed matters in business. You encourage and require those around you to think strategically and act decisively. Poly values calculated risk taking.
Ride Together: We are one team. We do what we say we’ll do, we treat each other with respect, we have each other’s back, and we hold each other accountable.
Leaders Lead: You know you are part of a larger global community and make decisions as good stewards of the earth, its resources and its people.

Our Commitment as an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, accessibility needs, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

No matter where you’re based, you’ll experience a company that believes that teamwork and collaboration drive maximum impact, seeks well-rounded talent to focused on providing the best customer experience, and understands that this is a marathon, not a sprint. And, top of mind to us is continuously and purposefully building an inclusive culture that empowers all of our team members, across the globe, to do their best work and be the best version of themselves.

COVID-19 Policy in the United States

Poly is a federal contractor. US applicants will be required to comply with Poly’s vaccination requirements for COVID-19 by date of hire.

WE CREATE AMAZING NEW WAYS TO HEAR, SEE, WORK, & WORK TOGETHER

Be a part of a team with a critical mission – ensuring everyone can be seen and heard with incredible clarity, wherever they work and whenever they work. When we can all collaborate, dream, and create wherever we are, the world instantly feels more united. So, if you’re a free thinker, a can-doer, a collaborator, a brainstormer – and want to enable real connections – we are interested in you.