THE ROLE The Business & System Analyst is a subject matter specialist and a Salesforce Certified Administrator of the (ICT) team reporting to the Business Lead. This role focuses on understanding and interpreting business needs to ensure that developed systems and software meet these requirements. The analyst will leverage in-depth knowledge of Salesforce implementation and actively contribute to outcomes by configuring solutions without requiring code. A Salesforce Certified Administrator is a skilled professional who plays a vital role to solve business issues by customising the CRM Salesforce platform by building, automating, and configuring technology solutions. This is a diverse role, requiring a broad mix of technical and soft skills that works closely with internal stakeholders, business improvement and users within a fast-growing environment to ensure core systems are built for scale and delivery of key insights by clearly defining the system requirements. A Salesforce Certified Administrator is also the one who resolves support tickets, gathers requirements from users and stakeholders, supports team members, provides training where necessary, and ensures the Salesforce databases are customized and maintained together with the Salesforce Developer. The role significantly enhances the organisational growth and efficiency of business units. KEY ACCOUNTABILITIES Analyse and plan goal driven business requirements Provide data-driven insights to support business decisions Participate in grooming sessions with business users to define Acceptance Criteria Participate in planning sessions to ensure goal driven configuration to provide an optimal solution Facilitate configuration and development by providing business context and detailed requirements on request, answering questions from developers Manage and present backlog for prioritisation to business owner Data visualisation using Lucidchart Testing: Sandbox environment testing of full solution Keep track of bugs logged, status of resolution and retest success Training Train super-users and end-users in efficient utilisation of information system Provide continuous CRM support to end-users Development Salesforce configuration changes, including (but not limited to): Flow, assignment rules, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports System Management/Health All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules Monitor and work towards fully resolving any system/flow errors and resolve immediately to prevent business delay Check specific report(s) to ensure process health and resolve immediately to prevent business delay System Support/Administration Daily administrative duties Salesforce technical user support across all business units Compliance Comply with all company standard operating procedures (SOPs), policies, guidelines and procedures Comply with all regulatory rules including but not limited to FSCA, FAIS and SARB (where relevant and applicable) Leave days: 18 The requirements for the position are as follows: Tertiary qualification (e.g Degree and/ or Post Graduate degree) Qualification in Salesforce Administration and/ or business analysis (e.g. certificate or diploma) Business analysis experience, preferably in the financial services industry is not required but will be advantageous. Experience in information systems (IS) and project management training is not required but will be advantageous. Salary Range: R400 000 - R550 000 (depending on profile and experience)