Lead Salesforce Solutions Analyst

4 weeks ago

London, Greater London, United Kingdom Ticketmaster UK Limited Full time

POSITION OVERVIEW

This position offers a unique opportunity to become a vital member of our international team, engaging in prominent and influential strategic projects across various business sectors, regions, and technologies. The Salesforce Solutions Analyst will collaborate with stakeholders throughout the organization to design and enhance Salesforce-driven business workflows.

The Global Salesforce division functions as an internal consultancy within Ticketmaster, providing Salesforce-based solutions to internal clients. Adopting a process-oriented approach to systems initiatives, the Lead Salesforce Solutions Analyst serves as the cornerstone of the project delivery team, which may include additional business analysts, solution architects, developers, administrators, and business representatives. This role will involve working closely with the business to gather requirements and apply Salesforce knowledge to utilize the platform's capabilities effectively.

To excel in this role, the Lead Salesforce Solutions Analyst should develop into a trusted advisor for key business stakeholders over time. Additionally, they should possess strong technical instincts to deliver straightforward, scalable, and sustainable solutions that create genuine value for clients.

KEY RESPONSIBILITIES

Facilitate requirements gathering sessions, proactively eliciting needs from stakeholders. Develop comprehensive requirements documentation, including use cases and functional specifications, to capture business needs, validate with clients, and communicate with project stakeholders. Translate and relay requirements and solutions back to the business using narrative storytelling and present this information in executive reporting formats. Identify and address issues that may affect projects by monitoring progress and project status, escalating significant concerns to management for timely decision-making. Create high-level models and user interface prototypes to identify and validate business processes and solutions as necessary. Mentor junior Salesforce Solutions Analysts as directed: review documentation and provide constructive feedback. Develop reusable templates and uphold Business Systems Analyst methodologies. Participate in global Salesforce Steering Group meetings as required. Ensure all technical documentation is current following system modifications and new project implementations. Collaborate closely with global IT business applications teams as needed. Lead weekly BA review meetings and ensure prioritized items are prepared for technical review. Adhere to PMO Project Management methodologies and Agile practices for successful project delivery. Familiarize oneself with key stakeholders and gradually build comprehensive knowledge of all business processes. Possess in-depth knowledge of the Salesforce platform and stay informed about new and upcoming features in the Salesforce ecosystem to provide recommendations for enhanced efficiencies. Support testing cycles (UAT, regression, system) and/or Training/Training Materials. Develop reusable templates and maintain the Global Salesforce Solutions Analyst team methodology.

TECHNICAL SKILLS AND COMPETENCIES

Required Salesforce Expertise: A profound understanding of Salesforce platforms, including Sales Cloud, Service Cloud, and other Salesforce products, along with proficiency in Salesforce configuration, customization, and administration is essential. Communication: Exceptional communication skills are vital for effectively connecting business stakeholders with technical teams. The ability to clearly articulate complex concepts is crucial. Documentation: Capability to create detailed documentation, including business requirements documents, technical specifications, and user manuals. Leadership: Leadership qualities to mentor junior team members, guide cross-functional teams, and advance Salesforce initiatives. Strongly Preferred: Salesforce Administrator certification, experience with solution design, client-facing experience in a Salesforce consulting environment, experience on one or more Salesforce projects throughout its full lifecycle, project management skills, and the ability to manage small projects. Strong instincts for building architecturally sound, maintainable, and scalable solutions. Bachelor's degree in computer science or Management Information Systems. Preferred: Hands-on experience coding in Apex and Lightning technologies, Salesforce App Builder certification.

BEHAVIORAL SKILLS AND COMPETENCIES

Experience as a Business Analyst in a Salesforce-focused environment. Excellent verbal and written communication skills, including the ability to organize extensive information for presentation to leadership for informed business decisions. Ability to lead and work within an Agile development framework (i.e., lead Backlog Refinement, Sprint Planning). Willingness to travel for training, occasional team meetings, and projects, including international travel (approximately 10% max). Ability to maintain composure under pressure and adapt to change. Strong analytical and problem-solving skills when dealing with complex systems, processes, and data challenges. Solid business acumen, resourcefulness, curiosity, and intelligence in problem-solving. Effective time/task management and organizational skills to balance competing priorities in a dynamic environment. Strong customer service skills – Ability to engage effectively and establish credibility with enterprise business leaders. Ability to work well in a virtual team environment with strong collaboration skills. Must demonstrate meticulous attention to detail, organization, and commitment to quality. Regularly communicate with users regarding new features, enhancements, and system changes. Collaborate to create meaningful reports and dashboards for users, management, and leadership.

CULTURE AT TICKETMASTER

We take pride in being part of Live Nation Entertainment, the largest live entertainment company globally.

Our vision at Ticketmaster is to connect individuals worldwide to the live events they cherish. As the largest ticket marketplace and leading global provider of enterprise tools and services for the live entertainment sector, we are uniquely positioned to fulfill that vision.

We achieve this with a deep passion for live events and a vibrant, diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you share our passion for live entertainment and wish to work for a company dedicated to helping millions of fans experience it, we encourage you to consider joining us.

Our guiding values include:

Reliability: We recognize that fans and clients depend on us to enhance their live event experiences, and we rely on each other to make it happen.

Teamwork: We believe that individual accomplishments are overshadowed by the success achievable through teamwork.

Integrity: We are committed to upholding the highest moral and ethical standards on behalf of the numerous partners and stakeholders we represent.

Belonging: We are dedicated to fostering a culture where everyone can be their authentic selves, have an equal voice, and opportunities to thrive.

EQUAL OPPORTUNITIES

We are passionate about our people and go beyond the rhetoric of diversity and inclusion. You will work in an inclusive environment and be encouraged to bring your whole self to work. As a growing organization, we will support you in achieving your professional and personal aspirations, exploring new experiences, and learning from the talented individuals you will collaborate with. Talent is what matters to us, and we welcome applications from individuals regardless of their gender, race, sexual orientation, religion, age, disability status, or caregiving responsibilities.

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