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CRM Business Analyst, Salesforce - Bonita Springs, FL

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Date: Dec 22, 2018

Location: Bonita Springs, FL, United States

Company: Herc Rentals


Herc Rentals is a premier full-line equipment-rental company — providing our customers the equipment solutions they need to get their work done safely, confidently and cost effectively, while enabling them to conserve capital for their growth investments.


With over 50 years of equipment-rental expertise, approximately 4,800 employees with approximately 275 company operated locations, principally in North America. Herc Rentals is a leader in all of the key markets that it serves, including transportation; industrial & manufacturing; oil & gas; government & municipalities; construction, mining, & energy; remediation & restoration; emergency response; facilities; MRO; entertainment; and ground care. 


We aspire to be the supplier, employer and investment of choice in our industry, with core values that promote a culture built on integrity, respect, teamwork, and accountability.


Purpose of this Role

The CRM Business Analyst performs a critical role within the (SFDC) team as we implement new functionality, redesign processes, and identify opportunities to use the CRM as the primary Sales platform to drive revenue. The CRM Project Manager will interact with multiple levels of the user community and management to oversee the ongoing projects of the team and align system tools to the business requirements. A secondary requirement will involve end user support (with an emphasis on the Service Cloud) which will aid in identifying areas of opportunity for improvement which will most likely result in a project.

Role and Responsibilities

  • Oversee all aspects of CRM projects and ensure timely execution of all deliverables. (note:this will require a wide range of both business and system processes)
  • Provide primary triage of business issues within the platform, tracking issues to resolution, possessing the knowledge to route issues to additional functional support, technical support, or even to other departments as needed.
  • Act as the primary liaison between business users and the development team.
  • Engage with the business community to evaluate and document complex business requirements, as well as translate into technical design specifications in order to communicate to the appropriate technical resources
  • Perform testing of new applications and ensure 100% user acceptance testing before deployment.
  • Create and maintain test cases
  • Provide user mentoring, training, and assistance to maximize business process efficiency
  • Identify gaps and recommend business and/or system options to continually improve and to reduce transaction costs, utilizing standard functionality wherever possible

Description of Activities Performed

  • Manage day-to-day activities & documentation related to ongoing projects utilizing local, off-shore, and contracted service providers
  • Identify user training gaps, define individual and department level training as required to close training gaps, as well as create and maintain training collateral and user guides
  • Complete regularly scheduled testing of the Health and Security of the system and document areas of weakness or opportunities for improvement. Generate appropriate User Stories as needed.
  • Manage project related tasks utilizing SFDC’s Agile Accelerator app by representing the needs of the business community and providing detailed functional and technical information to all concerned parties
  • Monitor weekly deployment schedules.
  • Create and improve reporting to fit the needs of the business users utilizing SFDC to deliver accurate and timely information

Criteria for Success

  • Become the voice of the business to arbitrate requirements and solutions with all parties
  • Ensure that all service levels are met
  • Manage internal reporting systems such as the Standard Operating Procedures (SOPs) Library, oversee the Project Management Board (Kanban Board).
  • Identify and deliver data to the business that is accurate, timely, and reliable
  • Demonstrate an aptitude for learning and applying new skills

Qualifications and Education Requirements

  • College degree or equivalent work experience
  • Highly organized and able to work independently
  • Strong written and verbal communication
  • Ability to prioritize tasks
  • Strong Microsoft Office skills
  • Previous experience in


If you are looking for an exciting and rewarding career with a growth-oriented company, Herc Rentals is the right place for you!  As an industry leader, we offer the opportunity for training, development, and advancement.  In addition, we offer highly competitive compensation and benefits package, including a generous vacation program.  Apply today to be part of a team built for success!


Herc Rentals does not discriminate in employment on the basis of race, creed, color, religion, sex, age, disability, national origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factor.




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