Global Sales Systems Analyst (Fixed Term)

Purpose

The Global Sales Systems Analyst reports to the Director, Global Sales Operations. As a member of the Global Sales Operations team, we create and deliver sales and service enablement processes, systems, and tools to our Global Sales colleagues (consisting of the Outside Sales and Reservations teams) so that they can deliver life-changing experiences to our guests and trade partners.

As a Sales Systems expert, this role is the primary liaison between the Global Sales department and technical teams. With the support of Subject Matter Experts from throughout the organization, you will identify user needs and continuous improvement opportunities to improve the department’s overall performance in rail guest counts, revenue, efficiencies and delivery quality. You are a process-driven champion of critical systems such as Salesforce and Kaptio (travel booking system) and will focus on the identification and analysis of requests for system fixes and enhancements including process mapping, backlog management, detailing business requirements, supporting the development of technical requirements, UAT, and leading (where applicable) the change management plans to improve the management of our sales resources, partner accounts, and sales activities to align with our sales practices. In addition, you will also monitor the realized benefits of the releases, and report on insights so that we can continuously remove barriers to execution, standardize our practices, and increase engagement to optimize our systems for the sales team members.

Your primary focus will be as a Salesforce Analyst. As Salesforce is a quickly evolving product, this role will remain actively engaged in the Salesforce ecosystem and community. You will lead with a long-term view ensuring that changes are sustainable, align with our department’s medium to long-term business goals and align with Rocky Mountaineer’s digital roadmap.

Note: This is a 15 Months Fixed Term Contract.

Key Areas of Accountability

Systems Business Requirements

• Develop business requirements for identified, requested, and approved Salesforce feature requests and engage stakeholders to validate requirements and their value for Global Sales.

• Support work across a broad scope from fixes to enhancements. Provide guidance on solution design.

• Support the acceptance of applications and application enhancements via formal test processes and participate in the creation of Test Plans and Strategies.

• Participate in the creation and execution of Change Management strategies and plans.

• Monitor on-going usage of new tools to ensure effectiveness and adoption.

Systems Analysis

• Process-map current and future states.

• Process analysis and business case development (if needed) using a variety of data sources such as team member interviews, feedback, document analysis, requirements workshops, surveys, metrics and other tools and tactics to identify opportunities.

• With a ROI and user experience mindset, prioritize the backlog with the technical teams on an ongoing basis.

• Research existing or emerging requirements and best practices to assist and develop recommendations for changes/enhancements.

• Effectively communicate intricate technical information to a non-technical audience including presentations and demonstrations to functional business groups and end users and work with various stakeholders and IT steering committees.

• Stakeholder management including clarifying expectations and acquiring stakeholder approvals.

Enterprise Systems Team Member

• Work with systems stakeholders from other departments to ensure cross-functional alignment and analysis of the end-to-end processes. Identify business process gaps as needed.

• Collaborate on the development and adherence to Salesforce and Kaptio Business Governance Models.

• Ensure Global Sales stakeholders are actively involved in all required approval processes. Represent Global Sales in assigned Scrum ceremonies.

• Participate in cross-functional teams to identify, define, validate and document the processes and business rules, recommend process changes, and define processes related to technical design requirements and information sources.

• When needed, conduct market research on emerging and available products, applications and best practice to determine implementation approaches.

Sales Information Management

• Provide meta data or master data not defined in the system of record that supports Global Sales.

• On-going monitoring/quality assurance, clean up, and updating of Sales data to ensure data quality. Conduct preventative maintenance of tasks and activities as needed.

Salesforce Training

In partnership with the Global Sales training team:

• Develop and deliver Salesforce training for new Sales employees.

• Develop and deliver on-going training for all team members on new Salesforce features and processes.

Qualifications

Education/ Certification/ Licenses

• Post-secondary education equivalent to a bachelor’s degree in computer science, Information Systems, Business Administration or other related field.

Experience

• At least 3 years’ relevant work experience with Salesforce.com, including collaborating with stakeholders to establish business requirements, system implementation and/or database experience required.

• Minimum 2 years collecting and documenting business requirements and implementing continuous improvement initiatives.

• Minimum 2 years in the travel and hospitality industry.

• Experience with continuous improvement methodologies such as Lean, Lean-Agile, Kaizens, Agile and/or Process Engineering.

• Experience with Business Process Management, process documentation, and continuous improvement analysis is an asset.

• Experience with travel booking systems (i.e Kaptio), Salesforce Administration, and Congais an asset.

Skills

• Customer-focused. Demonstrated ability to develop effective working relationships with internal and external customers.

• Demonstrated skills in process mapping, root cause, gap analysis, requirements writing and ROI calculations.

• Intermediate analytical, creative and problem-solving skills.

• Intermediate team project facilitation.

• Hands-on technology experience.

• Basic adherence to IT methodologies and disciplines. Able to drive and manage change with different types of stakeholders.

• Interpersonal skills and the ability to adapt in a complex and changing environment.

• Time management and organization skills with ability to manage multiple conflicting priorities, reprioritize tasks, establish priorities, work independently, and meet deadlines.

• Ability to maintain information in confidence and exercise good judgment.

• Communicate clearly and concisely. Ability to translate intricate technical jargon into layman’s language.

• Strong communication skills, both written and oral

• Optimistic, creative, curious, persistent, and resourceful.

• Proficiency with systems and software including MS Office, MS SharePoint, AzureOps and Visio.

• Willingness to travel (< 10%).

Attributes

• Ability to work well under pressure with multiple projects and timelines.

• Attention to detail.

• Ability to influence stakeholders at various levels.

• Warm, charismatic, energetic demeanor.

Work Environment

• Full-time employment consisting of regular work hours that may occasionally require extra hours during week or on weekends to reach mutually agreed upon project deadlines.

• Ability to work independently and as part of a cross-functional team.

• Vancouver-based; hybrid role with minimum 3 days in office.

Compensation

• The base salary offered for this role is $63,000 - $75,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.

• Eligible for Rocky Mountaineer’s Bonus Program

Eligible Benefits

Rocky Mountaineer supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:

• Medical, Dental, Vision, Life Insurance
• Short term disability, long term disability, and Accidental Death & Dismemberment policy
• Travel emergency assistance
Vacation time & sick time.

Rocky Mountaineer is an equal opportunity employer, driven by our values of creating meaningful moments, being one team and achieving extra ordinary outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members.

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