Salesforce Business Analyst

FanDuel Group (“FanDuel") is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.

FanDuel has a presence across all 50 states with approximately 17 million customers and 28 retail locations. FanDuel is based in New York with offices in New Jersey, Georgia, California, Oregon, Canada and Scotland.

Its networks FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer over-the-top platforms.

FanDuel Group is a subsidiary of Flutter Entertainment plc, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.

Our roster has an opening with your name on it

The Salesforce Business Analyst is a key member of our CRM Applications team. In addition to being responsible for business analyses, you will be responsible for helping drive a world-class support organization by empowering the team with the tools, processes, and information they need to deepen customer relationships and deliver amazing results. In this role, you will lead enhancements to the Fraud and Payments core tooling to drive agent and operational efficiencies - as measured by response times, handle times, case/interactions per hour, resolution time first contact resolution rate, among other metrics.  This role works directly with the project team and relevant stakeholders gathering requirements to analyze, design and/or implement technology best practice business changes. You will be responsible for communicating with senior members of the Fraud and Payments leadership team & stakeholders.  In addition, you should have solid functional and/or industry knowledge, as well as Salesforce products, specifically Service Cloud.

Everyone on our team has a part to play

Salesforce Business Analyst responsibilities and expectations: 

• Proactively coordinate with your assigned stakeholders to identity business requirements and translate them into scalable Salesforce solutions.
• Partner with Architects and Developers to transform project requirements into Salesforce design and implementation.
• Roadmap all feature requests and asks by stakeholders into an actionable yearly plan.
• Work with Architects to express the scope of the project to determine sizing and agreement on delivery dates.
• Develop reusable templates and maintain Business Systems Analyst methodology.
• Build comprehensive business requirements documents for large-scale Salesforce feature request.
• Maintain and coordinate consistent and clear communication with the stakeholders to ensure they are aware of all project updates.
• Critically evaluate information gathered from multiple sources, reconcile inconsistency and break down high-level information into details.
• Plan and monitor project scope by ensuring that needs are within the scope of the finalized requirements and communicating any variances to stakeholders and our internal team.
• Develop, maintain and perform processes to continuously monitor data quality and integrity in platform applications with Salesforce Administrator and functional managers to create training materials and documentation for Salesforce.com users and help train new end users on Salesforce.com and related applications.
• Support testing cycles (UAT, regression, system) and Training/Training Materials.
• Ensure you have a strong understanding of how your stakeholders leverage Salesforce and the Salesforce configuration that supports their operational processes.
• Experience with Salesforce Service Cloud, Omnichannel, Amazon Connect, Salesforce Communities, Einstein Bots and Live Agent.

What we're looking for in our next teammate

• Minimum of 2 years of Business Analysis experience.
• Minimum of 2 years as a Salesforce administrator or Salesforce App Builder.
• Minimum of 2 years of experience implementing CRM solutions from start to finish, including the creation of business requirements and other formal documentation.
• Deep knowledge of call center operations, technologies, and customer support tools.

We treat our team right

From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Mentorship and professional development resources to help you refine your game
• Be well, save well and live well - with FanDuel Total Rewards your benefits are one highlight reel after another 

FanDuel is an equal opportunities employer and we believe, as one of our principal states, “We Are One Team!”  We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or another other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.  We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance.  Having a diverse and inclusive workforce is a core value that we believe makes FanDuel stronger and more competitive as One Team!

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