Email Opening Title Manager, Product Support & Interoperability Business Analyst (Washington, DC or Remote)  Category National Initiatives - National Homeownership Program   Description NeighborWorks America: Working Together For Strong Communities Purpose of Division The National Initiatives Division of NeighborWorks America (NWA) is responsible for developing, testing, and managing innovative national programs and services designed in support of the approximately 250 NeighborWorks Organizations with the overall objective of sustaining a network of excellence that creates opportunities for people to purchase affordable homes, improve their lives and strengthen their communities. In addition, the division oversees grant programs beyond the NeighborWorks Network, including other non-profit and governmental agencies throughout the country. The areas of focus within National Initiatives include homeownership and lending, financial capability, green strategies, community and resident engagement, community stabilization, real estate and the national foreclosure mitigation counseling program. Close Date: Posting closes at 12:01am (EST) on the date listed below (the night before at 11:59pm EST). Position Summary The Sustainable Business Initiative (SBI) was conceived and launched by NeighborWorks America in order to help NeighborWorks Organizations (NWOs) achieve greater sustainability, scale, efficiency and impact through transformational thinking and operational and strategic change. As the team lead for the Product Support Team in our Center of Excellence and Innovation, the Manager, Product Support & Interoperability Business Analyst manages the staff providing day-to-day support to the user communities of the Salesforce-based SBI Tech and the Client Management System (CMS) products. The Manager also analyzes business requirements for the two products, identifying gaps between current and desired end states, and recommending solutions to achieve desired outcomes. This position also works with developers and/or other technical team members to provide accurate level of effort estimates. The Manager configures and executes, or oversees execution of, QA testing scripts in Selenium or similar tool for testing in various Salesforce instances. The Manager creates accurate, thorough documentation for a variety of audiences and QC's the documentation produced by team members. This position requires a thorough understanding of both the technical and business functions of these products, an ability to identify bugs and do troubleshooting required to resolve help tickets, and the ability to engage with a diverse group of users from the NeighborWorks Network as well as from the larger housing counseling industry. The Manager supervises, trains, and leads the team that provides quality assurance testing and user support for SBI Tech and the CMS, ensuring that solutions are accurately documented in the technical support knowledgebase. The goal is to efficiently and effectively serve the product user communities and to support the learning and performance of team members assigned to support duties. Essential Responsibilities: Identify business trends utilizing real data, compile analysis reports to applicable stakeholders and ensure development aligns with emerging business trends. Coordinate with NeighborWorks' Salesforce Enterprise Incubator Team regarding integrations between NW Info features and NeighborWorks' Salesforce AppExchange Products. Configure interoperability tools during initial install and partner upgrades, identifying and troubleshooting any Salesforce platform integration problems and custom object impact. Document and distribute internal and public-facing release notes for each release cycle. Generate test cases, assist with QA and UAT testing, and create documentation for updating QA scripting for all releases, ensuring adherence to Salesforce and industry best practices. Communicate testing results to Development/Release Team to ensure iterative improvements to code quality and feature execution at each development/testing gate. Be closely involved with the recruitment and hiring of Product Support team staff. Train and supervise Product Support team staff, ensuring SLAs are met for the Salesforce AppExchange product user base(s). Work with Manager, Salesforce Business Strategy & Customer Adoption to ensure in-depth understanding of all products by all product-related technical teams for effective, efficient customer adoption and highest quality support for product user base(s). Assist with responding to and resolving Tier II support tickets, and with Tier III support follow-up for tickets escalated to developers. Communicate critical and chronic support issues to all product-related technical teams to expedite communications to and resolutions for user base(s). Other job-related duties as assigned. Nature of Work Contacts: Departmental staff, NWO leadership and staff, subject matter experts. Fiscal Responsibilities: None   Position Requirements Required Minimum Qualifications: (a) Education: A bachelor's degree in Computer Science, Information Technology, Information Management or related field or at least (3) three years of related Salesforce business analyst experience. (b) Experience: A minimum of (3) three years of Salesforce business analyst experience, including experience with Lightning 2-4 years’ experience in a supervisory or team lead role. Proven experience integrating and configuring Appexchange products into a Salesforce instance (c) Licenses, Certifications: Salesforce Certified Administrator and/or Salesforce Certified Platform Developer I certification. (d) Competencies, Knowledge, Skills & Abilities: General: Ability to work in a fast-paced environment managing multiple deadlines and requirements. Exceptional writing and verbal communication skills. Proven organizational and time-management skills. Proven ability to provide quality assurance support to the internal team as well as technical support to end-users. Business Analyst: Ability to easily understand business requirements and lead brainstorming sessions for functional understanding by the development team. Experience identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomes Ability to identify and confirm technical design risks and to develop mitigating approaches. Experience providing level of effort estimates for technical portion of solutions and/or working with technical teams to ensure estimates are aligned Ability to create thorough, accurate, clear documentation for a variety of audiences. Ability to configure and execute QA testing scripts in Selenium or similar tool, as well as data sets for testing in various Salesforce instances. Expert in security settings, role hierarchy, custom permissions, custom settings, custom profiles, and all other aspects of user set up Proven experience in objects relationships, SF Mobile, Classic and Lightning UI, custom buttons, actions and links Extensive experience with Salesforce configuration, including workflows, validation rules, and security controls Proficient in Sandbox management; full copy, partial copy, developer pro, and development Experience with Data Loader, Data Import Wizard, Mass Transfer functionality Experience working in an Agile/Scrum environment Technical Support Demonstrated ability to provide high quality customer service and training to end users with varied level of technical proficiency and/or product understanding. Ability to engage with users in the field in a professional way with a focus on addressing their challenges and articulating complex technical solutions in a user-friendly manner. Troubleshooting managed packages and working with their integration with Salesforce Appexchange products. (e) NeighborWorks America Staff are expected to demonstrate excellence in the following: Sensitivity to racial, gender, sexual orientation and cultural differences Effective, respectful, and timely communications with internal and external stakeholders Listening effectively, seeks and accepts feedback Effective team work Analytic, thoughtful and strategic thinking Considering the mission, objectives, and goals of NeighborWorks and demonstrating an understanding of the impact of her/his/their decisions and behavior on the organization (f) Technology: Salesforce Sales Cloud, Salesforce Service Cloud, change management tools (such as CumulusCI and MetaCI), automated testing tools (such as Selenium), ticket management tools (such as JIRA or Taskray) and MS Office Suite. Experience with supporting cloud-based SAAS applications required. Preferred Qualifications: Salesforce Certified Advanced Administrator or work toward the completion thereof via attended Salesforce trainings or Trailhead trail completions. Experience working with Selenium. Experience working with Taskray. Experience working with CumulusCI and MetaCI. Experience working with the NeighborWorks Network. Working Conditions: (a) Travel: Up to fiver-percent (5%) (b) Physical/Sensory Demands: This is job that requires significant screen time. Special Provisions: n/a   Duration Term-Limited   Salary Range 130 or ITS Band D   Division National Initiatives   Department National Homeownership Programs   Travel Up to five-percent (5%)   Working Conditions This is a job that requires significant computer screen time.   Close Date 6/30/2019   Location CORPORATE HEADQUARTERS: District of Columbia Office   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. To search for an open position, please go to http://NeighborWorksAmerica.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category -- None found -- Other Jobs Within 60 Miles -- None found --

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