Marketo CRM Business Analyst

CooperSurgical is seeking a Senior CRM and Marketo Business Analyst to support the discovery, design, and implementation of new functionality and ongoing commercial operations. The role involves acting as a liaison between various business units and technical teams, ensuring effective communication and documentation of requirements for system upgrades and enhancements.

Responsibilities:

• Meet with senior management and internal stakeholders to investigate and accurately document the ROI and business needs for projects and produce a project brief containing the rationale and objectives for each project
• Gain approval from stakeholders on business requirements and serve as a point of communication for the business to channel their requests for enhancements and changes, to the business team
• Accurately convey the business requirements to the technical teams for implementation and be the primary point of contact for resolving issues and clarifying requirements
• Clearly document business requirements for submission to the Change Approvals Board (CAB)
• Perform initial testing of systems to confirm correct implementation of the requirements and coordinate UAT testing among business users as needed
• Be the first point of contact for issues related to Marketo and the CRM(s), triage any reported issues, handle whatever can be addressed through training and leveraging existing system functionality etc. or escalate them to the appropriate team member for resolution
• Provide 1:1 or small group support for users who need assistance in using the system
• Initiate focus group feedback sessions with a select group of Sales or Marketing users to gather feedback and information for continuous improvement and optimization
• Ensure that critical procedures are documented in SOPs and Work Instructions and collaborate with Training leads to develop training programs for end users as needed

Requirements:

• More than 8-yrs recent experience in a Business Process Analysis role dealing with medium-level marketing automation implementation projects spanning company-wide initiatives
• Thorough knowledge of marketing and database fundamentals, including email campaigns, template configuration, social media, relational table structures, and knowledge of web technologies such as SEO Tagging, Authentication, APIs, etc
• Experience working with cloud-based marketing platforms such as Marketo, Hubspot, Mailchimp etc
• Knowledge of CRM and Web platforms such as Salesforce, Veeva, Microsoft Dynamics or other CRM Systems
• Proficiency in business analysis tools and methodologies (e.g., Agile, Waterfall)
• Experience with requirements management tools (e.g., JIRA, Dev-Ops)
• Demonstrated technical ability to learn new systems and applications quickly
• Excellent written and verbal communication skills in English
• Ability to lead requirements gathering meetings and gain feedback and input from all participants, and report accurately on the outcome of meetings in a concise and timely manner
• Ability to use standard Microsoft Office apps to document changes, create business presentations, flowcharts etc
• Experience with IVF or Medical Device Sales, Marketing, Customer Service, and Field Service, is desirable