Senior Application Analyst
- Chicago, IL
- Permanent
- Full-time
- Engage with cross-functional business partners to define and refine requirements for future platform enhancements in all enterprise systems, with primary focus on our cultivation/manufacturing applications
- Establish processes for secure, compliant, and efficient electronic patient and customer document management
- Collaborate with ecommerce, digital, and retail teams to digitize and maintain information intake
- Lead technical components of loyalty and customer insights initiatives
- Coordinate between business partners and IT to ensure projects stay on schedule and on track
- Where required, establish IT presence in business systems, or pick up leadership from other team members
- Support customer data intake and ingestion to all relevant platforms, including but not limited to Salesforce, Blueshift, Redshift, SpringBig, LeafLogix, MJ Freeway, IHeartJane, Dutchie, Biotrack, and METRC
- Act as level 3 Application support for primary business applications
- Establish support documentation and engage with GTI's internal help desk and service delivery team to enhance the service delivered to IT's primary customers - our internal end users
- Document complex processes requiring cross functional involvement to smooth out execution
- Facilitate Retail, Marketing, Quality, Wholesale, and Brand initiatives through accurate capture and transmission of customer information - is it captured correctly, and does it end up where we need it?
- Oversee maintenance and integration projects across Service/Sales and Marketing Clouds in Salesforce
- Provide ongoing support to Salesforce users throughout business orgs and ensure configuration supports business need
- Optimize existing Salesforce configurations
- Support Quality, Wholesale, and Customer Care initiatives to collect customer feedback, data points, and make information available to business partners
- Drive system enhancements based on issue analysis and resolution
- 4+ years' experience managing IT applications
- Demonstrated history of thinking critically to investigate and resolve issues and advance improvements to other opportunities
- Strong technical background and comfort troubleshooting reported issues, bugs, and comfort documenting and testing in a technical environment
- Project management and organization skills to manage own projects and maintain visibility of project status to involved stakeholders
- Experience interacting with and technically supporting a loyalty, customer insights, CRM or CPD platform required
- Experience with highly regulated industries a plus
- Experience operating a distributed Service Cloud call center using AWS Connect a plus
- Experience implementing omni-channel marketing programs integrated w/CDP and/or data warehouse a plus
- Experience integrating multi-market B2B sales operation with ERP and marketplaces
- Salesforce Administrator and Marketing Cloud Administrator certifications - or demonstrated professional experience a plus
- Must pass any and all required background checks
- Must be and remain compliant with all legal or company regulations for working in the industry
- Must possess valid driver's license
- Must be a minimum of 21 years of age
- Must be approved by state badging agency to work in cannabis industry