Senior Sales Operations Systems Analyst

The Senior Sales Operations CRM Analystis a strategic partner to Global Healthcare Sales and crossfunctional teams, responsible for optimizing our Salesforce CRM ecosystem-including CPQ and reporting dashboards-to drive sales productivity, datadriven decisionmaking, and revenue growth. This role leads the design and delivery of CRM and CPQ enhancements, owning the enhancement request intake and prioritization process end to end. Partnering closely with Sales, Marketing, Finance, Supply Chain, and Customer Operations, this role translates complex business needs into scalable technical solutions, provides advanced user support and issue resolution, and leads crossfunctional system enhancements. The Sr. Analyst also develops and delivers training and changemanagement programs that improve adoption and performance across global teams. In addition, this role supports acquisition integration efforts as needed and mentors junior analysts, contributing to team development and continuous improvement of Sales Operations capabilities.

This is a hybrid position. The team meets in the office in Mentor OH 2 days per week.

CRM & CPQ System Design (50%)

• Function as the central crossfunctional partner for the global Salesforce ecosystem (CRM, CPQ, dashboards), managing enhancement intake, prioritization, sequencing, and alignment.
• Facilitate formal intake process and evaluate enhancementrequests by business value, risk, and effort to determine optimal technical solutions.
• Translate business objectives into scalable I&T requirements in partnership with Sales, Marketing, and Customer Operations.
• Collaborate with I&T on architecture, integrations, data quality, and release management; ensure reliable deployments through QA/UAT and postrelease validation.
• Manage Salesforce solutions, dashboards, and reporting to support Sales and Operations.
• Troubleshoot and resolve complex Salesforceissues, including defects, integration failures, and data discrepancies; implement corrective actions.
• Create and oversee data standards for pipeline management, forecasting logic, opportunityhygiene, and operational KPIs.
• Lead crossfunctional issue resolution across systems, data sources, and processes (Sales, Finance, Operations, IT).
• Provide project leadership for enhancements and acquisition integrations, including requirements, design sessions, testing, and golive support

Training, User Support & Adoption (30%)

• Develop and deliver Salesforce and CPQ training programs that increase system proficiency and reduce support requests; gather Voice of Customer from graduates/managers and iterate materials for effectiveness.
• Lead changemanagement and communication initiatives to maximize adoption of new Salesforce and CPQ features and improve ROI.
• Facilitate collaboration across field sales, IT, product management, Customer operations, and senior leadership; run Field Advisory/feedback forums.
• Leverage user adoption tools, including Camtasia and WalkMe, to ensure successful user adoption of new functionality, features, and tools
• Report on usage of user adoption tools to Governance committees; identify and implement improvement areas to drive better results
• Establish and monitor KPIs related to CRM rigor, including, but not limited to; Data Quality & Completeness, Adoption & Usage, Process Efficiency, Forecast Accuracy & Pipeline Health, and Governance & Compliance.
  Present quarterly KPI reports to Sales Operations, stakeholders, and governance committees
• Use Lean/Kaizen practices, standard work, and KPI tracking to drive ongoing process and system improvements.

Mentorship (20%)

• Support onboarding of new System Analysts through STERIS People Champion program and the mentorship of new analysts
• Provide in-depth CRM and CPQ training and continuous education to new System Analysts
• Guide System Analysts on the proper way to respond to certain Customer scenarios and provide constructive feedback on ways to improve communication
• Solicit feedback on mentorship effectiveness from mentees and peers; continuously improving mentoring approaches.

Required:

• Bachelor's degree;
• 7 + years in Sales/Customer/Service Operations or related functions, including 5+ years hands-on CRM/Salesforce business analysis or administration.
• Salesforce Administrator
• Business Analyst certification (required).
• Experience developing detailed requirements, facilitating UAT/SIT, and providing production support in an Agile environment.
• Demonstrated ability to partner and collaborate with key I&T stakeholders
• Demonstrated ability to mentor Junior System Analysts
• Demonstrated analytical/problem-solving ability; excellent presentation skills; ability to work independently and influence across teams.
  
  

Preferred:

• Salesforce Administrator II certifications preferred.
• Experience with Sales Connection CPQ (configure price quote), Cognos, Oracle, and reporting tools (CRM Analytics/Tableau).
• Experience with Training and Digital Adoption tools like Camtasia and Walk-Me
• Familiarity with Lean methods; exposure to Apex/Flows/Lightning configuration and integrations is a plus.

Other:

• Strong analytical, problem-solving, and communication skills.
• Ability to translate complex business needs into technical solutions and actionable insights.
• Proficiency in Agile methodologies and project management tools.
• Strong verbal and written communication skills to interact with stakeholders at all levels.
• Strong foundation in managing Salesforce and CPQ solutions.

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added Holidays
• Excellent Healthcare, Dental, and Vision benefits
• Long/Short Term Disability Coverage
• 401(k) with a company match
• Maternity & Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued education programs
• Excellent opportunities for advancement in a stable long-term career

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