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KeyBank Sr. Business Analyst, Service Cloud in Cleveland, Ohio

Sr. Business Analyst, Service CloudinCleveland, OHatKey Bank- Corporate

Date Posted: 11/12/2019

Job Snapshot

  • Employee Type: Full-Time

  • Location: 127 Public Square Cleveland, OH

  • Job Type: Banking

  • Experience: Not Specified

  • Date Posted: 11/12/2019

About Us

Headquartered in Cleveland, Ohio, KeyCorp (Key) is one of the nation s largest financial services companies. Key provides investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.

Our goal is to be the best regional bank in the U.S. What that means is we put our clients needs first and take a customized approach to meeting those needs. At Key we ve made a promise to our clients that they will always have a champion in us. To deliver on that promise, we re committed to building a team of engaged employees who do the right thing for our clients and help them achieve their financial goals each and every day.

Job Description

About the Job

Sales Enablement Product Team is responsible for platform management across the Salesforce, nCino and Service Cloud products. The individual in this role will perform a broad range of business analyst activities to support the Service Cloud platform across the development lifecycle process. Additionally, the role will work with various lines of business across the Corporate Bank, technology partners and various other partners to deliver the Service Cloud Strategic roadmap.

Essential Job Functions

  • Engage Line of Business partners to understand business process, capture business requirements and work through end to end process flows across the Salesforce platform.

  • Focus on UX design and process optimization.

  • Work with KTO Technical Business Analyst/Project Management partners to communicate required changes to development/delivery teams, clarify any development questions and understand and evaluate potential Salesforce solutions to the requirements.

  • Create business and technical documentation for user base to utilize the platform.

  • Become a subject matter expert across the core Service Cloud product offering and functionality.

  • Help create and perform testing scripts across the development lifecycle.

  • Coordinate UAT testing across various LOB stakeholders, log defects and communicate testing progress.

Required Qualifications

  • Bachelor s Degree with equivalent work experience.

  • 3 years using Salesforce solutions (or core CRM).

  • Service optimization experience via a digital solution.

  • An ability to breakdown complicated processes and distill them into straightforward, manageable workflows.

  • Experience interpreting user issues to track down root cause solutions both independently and in a team setting.

  • Effective written and verbal communication skills.

  • Excellent project management and organizational skills.

  • Problem solving mentality that combines a lean improvement skillset with the ability to tailor tools to the specific needs of the organization.

  • Demonstrated horizontal collaboration across multiple stakeholders with internal partners including technology, operations, onboarding, servicing, finance, sales, legal, compliance, and other internal partners, to develop consensus within the organization and to coordinate resources to support solution development and management.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.