Jessica Olsson
Raleigh,NC
Summary
Seasoned Business Analyst offering 8 years of Salesforce experience. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
8
8
years of professional experience
Work History
Teaching Assistant
CIEE Teach English Abroad Program
09.2023 - 06.2024
- Support local teachers at public schools and facilitate conversational activities and cultural exchange lessons in English
- Assist classes and small groups of students to develop their listening and conversational skills, as well as their understanding of the culture of the United States
- Fulfill the role of a cultural ambassador and advance the education of the English language to students.
Business Process Analyst
insightsoftware
04.2021 - 06.2023
- Expert skill in IT ticket resolution relating to Salesforce Sales Cloud, CPQ, Service Cloud, and Salesforce Billing incidents
- Act as a liaison between teams to prioritize and translate business objectives into requirements in Salesforce
- Act as the subject matter expert for Salesforce Billing and address gaps in the order to cash cycle
- Gather and analyze data to identify trends and implement best practice procedures to improve data quality
- Assist in data integration for acquisitions to ensure smooth transitions from financial reporting systems
- Perform root-cause analysis of system bugs throughout the quote to cash process
- Lead end-to-end UAT sessions with various stakeholders for quote to cash workflow, including systems integrations between Salesforce, NetSuite, OpenAir and license fulfillment tools
- Initiate reports and SFDC dashboards for monitoring system errors and inefficiencies in order to target key areas for improvement, and proposing data-driven solutions
- Train and mentor SFDC end-users, CPQ admins and developers on existing processes and procedures
- Lead meetings with Accounting, Order Management, and Renewals on SFDC ticket resolution and train functional business leads on SFDC CPQ, quoting, Salesforce Billing, and renewal forecasting.
Order Operations Administrator
insightsoftware
07.2019 - 04.2021
- Train sales representatives on best practices for quoting, managing contracts, and proper workflows in Salesforce CPQ
- Create and maintain key documentation such as process flows and instructional materials for the Sales organization
- Identify opportunities and provide recommendations to improve and automate Sales tools and processes
- Review sales quotes, opportunities, and order forms for accuracy ensuring that they adhere to company policy.
Order Management Specialist
Relias
01.2018 - 06.2019
- Responsible for the preparation and analysis of all business transactions
- Invoice new deals, contractual renewals, add-ons, migration opportunities, and E-Commerce orders
- Perform credit and rebills to ensure accurate billing and revenue
- Convert approved orders to invoices and set up revenue schedules
- Reconcile the monthly deposits to ensure accurate revenue reporting
- Collaborate with Sales Operations, Business Systems, and Legal teams.
Client Support Consultant
Relias
07.2016 - 12.2017
- Provide high caliber customer service and quick response time to our clients
- Act as an intradepartmental liaison in training employees from other divisions
- Explain industry best practices, system functionality and trouble-shooting steps on a regular basis.
Education
Bachelor of Human Environmental Science -
The University of Alabama
Tuscaloosa, AL05.2016
Skills
- Process change management
- Eliciting, writing, and reviewing SFDC requirements
- Flow and process diagramming
- Knowledgeable in Salesforce Sales Cloud, CPQ, Service Cloud, and Salesforce Billing
- Reports and dashboards
- Data Analysis and Management
- Testing and Validation
- Training and Documentation
Timeline
Teaching Assistant
CIEE Teach English Abroad Program
09.2023 - 06.2024
Business Process Analyst
insightsoftware
04.2021 - 06.2023
Order Operations Administrator
insightsoftware
07.2019 - 04.2021
Order Management Specialist
Relias
01.2018 - 06.2019
Client Support Consultant
Relias
07.2016 - 12.2017
Bachelor of Human Environmental Science -
The University of Alabama
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