Job Description

The Opportunity:

Mattel is currently seeking a Salesforce Business Analyst Specialist - Global Consumer Services Systems. The role will be part of the Global Technology Organization and report to the Senior Manager, IT of Consumer Services and Quality.

The Consumer Services Salesforce and VCC platforms help drive quality, safety, and compliance required to sell our products in global markets and for customer service. This role will manage technical resources including Mattel and service providers and software providers. The Business Analyst Specialist will need to partner with business analysts and business partners on process harmonization and requirements, with the architects on solution alignment and with our developers to deliver capabilities that are aligned with our business strategy and goals.

This position will collaborate closely with Salesforce-related vendors, business partners, and the global IT organization by evaluating systems and processes and driving system and process improvements to the Salesforce platform. This role will work both in partnership with Salesforce system integrator vendors as well as independently to support change to the Salesforce system and integrations. This role will be responsible for having a detailed understanding of the technical architecture of the Salesforce system, changes in plan and backlog, the CI/CD process, and issue remediation. This individual is expected to drive efficiency and continuous improvement to the Salesforce environment and integrated solutions.

What Your Impact Will Be:

New Capability Deployment

• Work closely with the Senior Manager, business leadership and personnel in technology modernization initiatives across all phases of the project lifecycle (analysis, design, build, test, deploy)
• Lead requirements and design discussion with IT and business resources; be able to demonstrate the primary features and functionalities of an application and how it works and communicate impact to the business processes and users
• Work side-by-side with the business team to gather detailed requirements
• Apply leading practices to requirements and processes and facilitating the development of to-be processes to be deployed on the modernized Salesforce and VCC platform which effectively support Mattel’s operations as well as customer care
• Effectively partner with third party resources in planning and delivery of assigned initiatives
• Support go-live preparation and production rollout activities
• Support business driven projects that integrate with both on-premise systems and cloud-based SaaS solutions
• Project management for smaller initiatives following the Mattel Operating Model
• Recommend and implement changes to applications and processes that meet business requirements or make them more efficient
• Be an integral part of future upgrade and implementation project teams that will modernize or improve business systems and operations

Business Continuity

Support Global Consumer Services system change processes

• Identify and address IT issues as primary point of contact and optimize infrastructure, hardware, software and processes, in close partnership with the GSC business team and driving GTO dependencies
• Ensure proper processes and document requirements are being followed across the Global Consumer Services organization
• Provide subject matter expertise in project and operations related to Salesforce
• Engage in rigorous root cause analysis, problem solving and solution implementations
• Ensure system processes work in a manner that adheres to customer requirements
• Maintain and update systems and data – combination of legacy systems and Salesforce platforms
• Ability to identify systems problems, solution fixes, present to leadership, and implement changes
• Make and deploy configuration changes to the Salesforce environment in compliance with Mattel change control processes

Qualifications

What We’re Looking For:

• Bachelor’s Degree in computer science, information systems or a related field.
• 5+ years related experience in Technology/Operations serving end customers.
• 5+ years related experience with Salesforce Service Cloud with end-to-end implementation experience
• Salesforce administrator, business analyst, and/or consultant certification(s)
• 5+ years related experience with NICE InContact VCC and IVR
• Experience with Salesforce integration capabilities and implementation a plus
• Experience with NICE InContact Workforce Management, QM Pro, and Interaction Analytics a plus
• Ability to work remotely but should be open to travel as needed (Up to 25%).
• Experience in managing small to medium-size projects and leading team efforts
• Comfortable working in a matrixed organization to drive outcomes
• Prior experience in fast paced technology implementations
• Responsible for understanding and translating the business’ requirements into actionable Salesforce solutions while support the design review, unit, system, and user acceptance testing
• Skilled at documenting the current state and future state business processes - performs business process gap analysis
• Must have working knowledge in the customer service domain
• Experience with compliance documentation management and support
• Experience with legacy as well as modern systems, especially coverting legacy systems to Salesforce Cloud
• Expert understanding of various modern technology platforms that support technology serving end users – ideally in the customer care, D2C.
• Analytical and reporting skills such as creating dashboards and establishing KPIs such as experience with PowerBI, Cognos, Tableau, and Google Data Lake/AWS is preferred
• Expert knowledge of middleware components and capabilities
• Knowledge and experience with deploying operating systems, applications, patch management and desired configurations.
• Implementation experience in the following will be advantageous: Salesforce, legacy systems, application rationalization/modernization, middleware, contact centers
• Strong analytical and critical thinking mindset.
• Expert relationship management/networking skills.
• Expert verbal and written communication skills.
• Comfortable presenting to business stakeholders on a regular basis.
• Should be able to work independently under minimal supervision and be a good team player
• Proficient in Microsoft Word, Excel, PowerPoint, Project, Visio, SharePoint, and Jira as well as other project management and time tracking tools
• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves

The annual base salary range for this position is between $92,000 and $140,000
**This range is indicative of projected hiring range, however annual base salary will be determined based on a candidate’s work location, skills and experience.

Additional Information

Don’t meet every single requirement? At Mattel we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

How We Work:

We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are:

Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in more than 195 countries in collaboration with the world’s leading retail and ecommerce companies.

Mattel is recognized as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, military spouses, individuals with disabilities, and those of all sexual orientations and gender identities.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

Videos to watch:
The Culture at Mattel
Mattel Investor Highlights