Company / Location Information

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation (NYSE: AOS) is at the center of the trend. We are a $4 billion company with over 140 years of history and 12,000+ employees. Our emphasis is on hot water and clean water; we are one of the world’s largest manufacturers of residential and commercial water heating equipment as well as a supplier of water purification products in a number of emerging countries.

With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, we have the reach to serve customers worldwide.

A.O. Smith is committed to continuous improvement and maintaining a culture that values and respects our employees. Recognized by The Tennessean as one of the top Nashville area Workplaces, we have programs in place to help our team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build an amazing career at A. O. Smith

This role is located in our modern Nashville Metro Center office, located just minutes from downtown with easy interstate access and free parking.

Primary Function

What you will do

Under the direction of the Salesforce BA lead, the Salesforce Business Analyst will analyze business requirements and facilitate solution design and configuration in the North America instance of Salesforce CRM.

As part of the Customer Engagement Solutions team, you will help optimize CRM processes, customer experience, stay updated on Salesforce technologies, and deliver solutions required to achieve business success.

Responsibilities

Key Accountabilities

• Lead complex, cross-business unit, cross-platform Salesforce inclusive programs and projects critical to business success from start to finish including scoping, solutioning, deployment, testing, training, change management, communication, and measuring business value
• Become a functional expert on A. O. Smith business processes and drive solutions to business problems through collaboration with analysts, architects, developers, and process experts from other process areas; bridge the gap between people, processes, and technology
• Participate in the full systems development lifecycle from requirements gathering through configuration with an architect, interaction with the development team, testing, training, deployment, and post launch support
• Gather and document systems and process requirements through meetings, workshops, site visits, and job shadowing; create and maintain documentation and process maps on customer engagement business processes and projects
• Develop a deep understanding of and help to shape A. O. Smith’s customer engagement vision and strategy through collaboration and regular engagement with key stakeholders and process owners; translate that vision into actionable technical requirements; and execute on those requirements to meet the goals of the business
• Use continuous improvement skills such as process mapping, A3 development, and value stream mapping to drive for incremental improvements in all processes

Role Specific Responsibilities

• Critically evaluate information gathered from multiple sources, break high-level requirements into details, and distinguish user requests from underlying needs
• Advises on business requirements and solution options, bridging the gap between people, process, and technology
• Serve as the liaison between the internal and external customers and the technical teams
• Build strong relationships with business users and managers throughout the customer engagement organization – sales, order entry, warranty, marketing, trade compliance, after-sales support, and other groups as necessary
• Learn SAP and internal portals and their interaction with Salesforce; assist in the support and management of those systems as part of our overall solutions portfolio
• Collaborate with other functional architects and business analysts to ensure end-to-end process integration and consistency
• Manage incidents and enhancement requests and keep users up to date on status

Education

Qualifications

What You Will Bring

• 5+ years of experience as a senior business analyst and project manager, or 7+ years of related work experience or training
• Proficiency in Salesforce CRM cloud
• Deep understanding of Agile and Scrum methodologies
• SAFe Practitioner (SP) Certification preferred; e xperience with SAP Sales and Distribution (SAP SD) preferred
• Capability to execute complex assignments and projects with minimal direction
• Ability to articulate design concepts and solutions verbally and in written documentation
• Continuous improvement skills and mindset including process mapping and A3 development; demonstrated critical thinking and problem-solving skills, with a strong attention to detail
• Naturally curious with a love of learning, and demonstrated application of new learning
• Well-developed written and verbal communication skills and the ability to interact professionally with a diverse group from technical experts to business users to executives; Strong relationship building skills, internally within IT and with business users

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.