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Job Description:

The IT Functional & Configuration Analyst is responsible for supporting the business processes in SALESFORCE.com (SFDC) including requirements definition, data integrity, testing, training, and reporting. The IT Functional & Configuration Analyst has general knowledge of Customer Relationship Management (CRM), and associated business process. The Functional & Configuration Analyst will collaborate with internal and external partners to identify and resolve business issues and drive innovative solutions; helping ensure that quality customer service is provided to SFDC systems and their associated business processes. The Functional & Configuration Analyst must have the ability to perform SFDC configuration or administration troubleshooting independently, while working effectively across 3M’s SAP Support and Global IT Organizations when required.Job Description

• Principal Accountabilities

• Perform configuration & analysis across SFDC

• Provide functional knowledge for the applications supported by 3M’s support organization and associated business processes

• Resolve complex business requirements via SFDC configured solutions

• Develop functional specifications and guide the development of those programs within the development team

• Work with Senior Business Analysts to define user requirements, and translate them to functional specifications

• Work closely with the Technology team to provide 24X7 functional and technology support on SFDC Resolve Level 2 queries (i.e. break/fix, etc) that are assigned to them by the Queue Manager

• Accountable for end to end resolution of incidents; track and monitor incidents throughout the lifecycle

• Be a single contact point for all user queries

• Collaborates as needed with other global support team members on configuration design questions and analysis

• Facilitates interactions and escalations with appropriate groups (e.g. 3M SAP Solution teams, Global Infrastructure, etc)

• Accountable for completion of all communication activities back to the consumer (while communication may be executed by others, case manager is accountable for the completion of communication activities)

• Meet or exceed established SAP Support Service Level Agreement (SLA)

• Update procedures, operation instructions, and any other documentation impacted by system change

Qualifications

Required

• Bachelor’s Level University / College Degree

• Minimum of 2 year’s experience working with SFDC preferably with Salesforce Lightning UI

• Must be able to travel internationally if needed

• Off hours on-call support is required

• Must be fluent in English

Preferred

• 5 years experience in SAP ECC and CRM

• 3 years CRM business process experience

• Experience working on or supporting one or more Full Life Cycle SFDC implementation

• Experience working with HP Service Manager and HP Quality Center

• Strong communication and presentation skills and the ability to work in a team environment

• Experience working in a global environment

• Individual must be detail oriented, self-directed and have strong independent problem solving skills. The ability to multi-task is inherent in the job responsibilities

• Ability to develop and exercise task specific project plans with minimal supervision.

Key Competencies

Change Management (Technology) - Experienced

Functional Design - Advanced

Incident Management - Experienced

Requirements Gathering - Advanced

Testing – Advanced

Learn more about 3M’s creative solutions to the world’s problems at www.3M.com or on Twitter @3M or @3MNewsroom.

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At 3M we apply science in collaborative ways to improve lives daily as our employees connect with customers all around the world. Learn more about 3M's creative solutions to global challenges at www.3M.com or on Twitter @3M or @3MNews.