Business Operations Analyst – Wallingford, CT


Lead the ongoing development of the core business systems used to manage the ELY division including Sales Cloud, Service Cloud, CPQ & ERP. Provide management and development of business system integration and data sharing initiatives that support core business initiatives. Support continuous system improvement through process efficiency, automation, innovation and user support. Manage key sales reports and KPIs / Turn sales data into actionable information.


CRM System Management:

  • Manage day-to-day CRM operations including security, roles, profiles, sharing rules, assignment rules, workflows, approvals, validations, groups and more
  • Manage system UI/design, navigation, custom objects, architecture and relationships
  • Maintain product hierarchies, price books, and configuration workflows in CPQ
  • Monitor data feeds, imports and other integrations
  • Create and maintain end-user documentation and training material
  • Serve as primary point of contact for CRM users / Troubleshoot all end-user issues
  • Work with end users to provide coaching around best practices and tips on Salesforce usage

CRM System Analysis:

  • Proactively perform system analysis and identify areas for improvement & efficiency
  • Work with end users and management to design, test and deploy new processes
  • Conduct user feedback sessions, gather functional and technical requirements, identify gaps & propose solutions
  • Monitor new Salesforce released features and functionality to provide recommendations for process
  • Manage data audit process and ensure adherence to core data requirements

Project Management:

  • Assist in requirements gathering, project scoping, resource requirements, budget requirements for key CRM & ERP related projects
  • Serve as liaison between project team & management / end-user community
  • Determine project needs and business resources required to execute projects successfully
  • Manage special projects as agreed upon by management

Reporting & Analytics:

  • Assist in the creation and maintenance of key sales/marketing reports and dashboards
  • Work with management to establish and monitor sales/marketing KPIs
  • Track and monitor progress against defined company KPIs / Manage distribution of key reports to internal stakeholders
  • Reconcile key CRM and ERP data ensuring alignment between systems
  • Create ad-hoc reporting as requested by management
  • Assist in the creation of sales presentations as requested by management

Key performance indicators

  • Overall data quality
  • Quote volume & lead time
  • Report / KPI On-Time Delivery & Visibility
  • End-user satisfaction


  • Bachelor’s Degree in Business, Computer Science, Marketing, or other related field
  • Salesforce certification required (ADM 201 certification)
  • Three to five years related experience with Salesforce Sales Cloud (experience with Service Cloud and CPQ a plus)
  • Two to four years of business analysis or project management experience
  • Advanced skills in Microsoft Excel & PowerPoint
  • ERP Experience Preferred

Personal abilities

  • Good verbal and written communication skills
  • Ability to work well in a multi-disciplinary team environment
  • Ability to manage change and effectively flow down information for smoother execution
  • Demonstrated hands-on management and leadership style
  • Additional computer skills including MS Office Tools, Epicor® ERP System,

Job Type: Full-time


  • Business Analysis or Project Management: 2 years (Required)
  • Salesforce Sales Cloud: 3 years (Preferred)


Work authorization:


  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Tuition reimbursement



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