Lead Management System Business Analyst?

Honda North America
$72,200.00 - $108,300.00
paid time off, tuition assistance, tuition reimbursement, 401(k), relocation assistance
United States, California, Torrance
1919 Torrance Boulevard (Show on map)
Mar 12, 2025
What Makes a Honda, is Who makes a Honda Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint." We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team. If your goals and values align with Honda's, we want you to join our team to Bring the Future! Job Purpose Digital Marketing department is working to build customer loyalty by improving customer satisfaction and creating promoters. We will transform the customer experience across all channels and improve associate & dealer experience through the improvement of systems, processes, and capabilities. We honor customer preferences, offer a personal touch, and value each interaction as a brand-appropriate relationship building opportunity. The Business Analyst will work to scale up and achieve ROI from digital systems, participate in the production support and enhancement of systems that reside on a Salesforce platform. This role will be a key team member on an Agile Product Team within the DM Department. Responsibilities include: work in a product (scrum) team, complete business and some technical analysis supporting key initiatives, build business cases, recommend and implement business processes and/or system solutions, gather and document user stories & acceptance criteria, lead or contribute to ideation sessions, conduct UAT, support release management at all stages, provide user support, create and run reports/dashboards, prepare and deliver user training, and develop communication materials for a variety of stakeholders. This position requires extensive collaboration with AHM associates, IT, consultants, contingent workforce, and vendors. Key Accountabilities Business Analysis and Release Management to support business objectives Identify business opportunities (objectives and key results) that can be improved by your designated Product. Propose ideas and recommendations to the Product Owner. Lead business analysis processes in the Release Cycles covering software, application, system upgrades, enhancements and maintenance - as the business liaison of dealer and associate facing systems and applications powered by Salesforce (SFDC). Provide support on issues and questions from stakeholders who may include corporate and field sales leaders, district sales managers, customers, and AHM dealers along with corporate web property owners and other IT or business personnel. Enhance and maintain reports and dashboards to use as a tool for analysis to determine trends, platform/use case performance and dealer and customer impact that will lead to potential user stories. Maintain quality standards and process documentation, participate in Sprint Reviews and Retrospectives as a key member of the Digital Marketing Department and the scrum team. Project/Key Initiative Support As AHM launches projects or business initiatives, ensure your designated Product stays current and drives value. Ensure a harmonious flow of work among production support and projects across multiple business teams. Partner with the Project Teams to align the production support processes for implemented Salesforce projects. Lead regression testing and production validation to ensure production systems maintain their performance. Work with Product Owner to engage key stakeholders to both gain and provide understanding of cross-dependencies. Lead development & documentation of user stories Coordinate and complete user story activities to remediate defect, system maintenance, and system enhancements. Create and maintain support documents including process maps/flows, user stories, acceptance criteria, status reports, work logs for action items, defects, testing scripts, sprint decks, etc. Use the AHM-selected tracking tools to maintain these materials (i.e., Jira). Collaborate with developer teams during design and development phases. Execute system and user acceptance testing to ensure high quality releases. Advance agile processes Contribute to the department's agile transformation by adopting and spreading knowledge of agile principles and processes. Qualifications, Experience, and Skills BA/BS degree or equivalent professional experience supported by subject matter training. Prior experience in a team environment and the ability to interface with all levels of management needed. Skillful questioner - can elicit information and requirements from a broad group of stakeholders. Experience with Customer Relationship Management processes and systems including lead management. Automotive industry a bonus. 2+ years of experience of system-oriented work in projects or production support. Salesforce experience highly valued. Experience with SFDC (core products: Service Cloud, Sales Cloud). Excellent customer service and problem-solving skills. Adaptable with proven track record of growing responsibilities. Automotive / Auto Dealership experience. Working knowledge of JIRA or similar system. Experience with CRM systems, especially related to dealer lead management. Experience with using Net Promoter Score (or customer satisfaction) data to identify opportunities & measure continuous improvement. Able to coordinate multiple initiatives simultaneously. Self-motivated with strong analytical, organizational and project coordination skills. Ability to communicate effectively with internal and external customers as well as non-technical and technical personnel. Ability to manage complex initiatives with multiple elements and stakeholders. Ability to gather/refine complex business requirements, recommend or make decisions on business requirements/interdependencies. Ability to work effectively with AHM staff, IT staff, 3rd party vendor staff. Ability to interact with other Honda company's personnel, builds strong relationships at all levels and across all business units and organizations, and understands business imperatives. What differentiates Honda and make us an employer of choice? Total Rewards: Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.) Paid Overtime Regional Bonus (when applicable) Industry-leading Benefit Plans (Medical, Dental, Vision, Rx) Paid time off, including vacation, holidays, shutdown Company Paid Short-Term and Long-Term Disability 401K Plan with company match + additional contribution Relocation assistance (if eligible) Career Growth: Advancement Opportunities Career Mobility Education Reimbursement for Continued Learning Training and Development Programs Additional Offerings: Tuition Assistance & Student Loan Repayment Lifestyle Account Childcare Reimbursement Account Elder Care Support Wellbeing Program Community Service and Engagement Programs Product Programs Free Drinks Onsite Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.