It’s your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.

You have high expectations too. You are exceptionally motivated, have outstanding skills, and want your work to matter.  Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. It’s time to use your skills and passion to do work that matters!

Job Description

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Gather, analyze, and document business Customer Relationship Management (CRM) requirements to support Salesforce migration.
• Conduct gap analyses to identify discrepancies between business needs and Salesforce functionality.
• Collaborate with and serve as a liaison between technical teams, implementation partners, testers, project managers, and end users to ensure successful Salesforce system design, implementation, and adoption.
• Provide strategic consultation during Salesforce migration to ensure solutions align with organizational goals, end-user needs, and compliance requirements. 
• Facilitate Salesforce-related communication among stakeholders, ensuring alignment and transparency.
• Conduct functional, regression, user acceptance, and smoke testing to validate Salesforce solutions.
• Identify, document, and track system defects, working with internal and external stakeholders to ensure effective resolutions.
• Ensure test coverage and traceability between requirements and test cases.
• Translate system and business requirements into functional specifications, user stories, and acceptance criteria.
• Develop and deliver end-user training programs, including workshops, walkthroughs, and e-Learning.
• Create and maintain comprehensive system documentation including process flows, user guides, and FAQs.
• Support change management efforts to drive user adoption and minimize resistance.
• Provide support, troubleshooting, and training for Salesforce end-users.
• Contribute to continuous improvement and system optimization efforts by gathering feedback and iterating processes, training, and system functionality.
• Travel up to 15% of the time to attend team meetings, meet with project stakeholders, attend or conduct training, and perform other essential job functions
• Maintain regular, punctual, and predictable attendance.

OTHER JOB FUNCTIONS

• Work collaboratively in a team environment with a spirit of cooperation
• Display excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers/ coworkers, including the ability to communicate effectively and remain calm and courteous under pressure
• Respectfully take direction from supervisor/manager

JOB SCOPE

This position serves in the capacity of the Salesforce Implementation Analyst. General discretion and judgment are exercised routinely in the execution of job duties. If errors in judgment or professional execution of responsibilities are made, the consequences to the Company can be significant.

INTERPERSONAL CONTACTS

Internal contacts consist of all levels of positions in the company from business unit leaders to entry positions, primarily within Sales, Operations, Information Technology (IT), and Project Management teams. This position regularly deals with employees in exchange of information in person, writing, via telephone or by electronic transfer. Sensitivity is required in dealing with such information and decisions concerning the release or sharing of that information. External contacts may consist of project stakeholders including but not limited to customers, vendors, and Analysts.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson’s core values. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of requirements gathering, process mapping, and QA Methodologies required.
• Proficiency with Microsoft Office Suite and CRM systems required
• Proficiency with or ability to quickly become proficient with Microsoft Teams and SharePoint.
• Knowledge of Agile and Waterfall delivery methods preferred.
• Familiarity with automation frameworks and scripting preferred.

EDUCATION and/or EXPERIENCE

Bachelor's Degree from a fully accredited college in Business Administration, Business Management, Information Systems, Information Technology, or other closely related field; and a minimum of three (3) years of directly related experience in Business Analysis and Quality Assurance/Testing, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

• Experience with CRM systems, Enterprise Resource Planning (ERP) systems, and/or other industry-specific enterprise platforms required.
  • Salesforce, Texada, Dealer Business System (DBS), and/or CDK preferred.
• Hands-on experience with test management and defect tracking tools required.

CERTIFICATES, LICENSES, REGISTRATIONS

• None Required

COMPETENCIES

Safety – Actively demonstrates vigilance in protecting self, customers, co-workers, contractors, suppliers and community from risky actions or unsafe conditions. Promotes and follows Peterson’s safety policies and guidelines. Able to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others.

Peterson’s Communication Principles – Able to demonstrate the following communication skills and principles when working with customers, co-workers, and other stakeholders:

• Showing up and choosing to be present- to honor others and give my best self.
• Paying attention to what has heart and meaning- to understand and acknowledge the true intent.
• Tells the truth without blame or judgement- to motivate and build confidence.
• Open to outcome, not attached to outcome- to learn from what happened and never stop improving.

Peterson Values – Behavior and work product aligns with Peterson’s Core values – Customer First, Integrity, Excellence, Teamwork, and Fun!

Accountability – Takes responsibility for own actions; Keeps commitments. Completes tasks on time or notifies appropriate person with an alternate plan; Focuses on performance, manages execution.

Curious – Continuously pursues opportunities to learn and grow professionally and personally. Solicits feedback to improve self, service, performance and the organization. Applies feedback to improve performance.

Leadership –Refrains from activities that would negatively impact organizational health and reputation, compromise trust or working relationships, or create unnecessary bureaucracy.

Ethics – Works ethically and with integrity; avoids any action that could be interpreted to be for personal gain, in violation of Peterson’s Code of Conduct and Business Ethics, or as an abuse of positional power. Maintains confidentiality; Protects Customer, Manufacturer and Company proprietary information; promptly reports conduct that could is or could be considered unethical; Honest and forthcoming with information.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Focuses on solving conflict, not blaming; Remains open to others' ideas and tries new things; Works well in group problem solving situations; Uses reason even when dealing with emotional topics; Meets commitments.

Technical Skills – Has the skills needed to successfully perform job responsibilities and be viewed as competent.  Shares expertise with others; Understands implications of decisions; Demonstrates knowledge of market and competition; Aligns work with organization’s goals.

Communication – Speaks clearly, respectfully and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Listens to others without interrupting; Keeps emotions under control; Gives and welcomes feedback; Has personal awareness of body language and tone being used to maximize quality of communications.

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Contributes to building a positive team spirit; Puts success of team above own interests. Provides recognition for results; Offers to help others before being asked; Supports co-workers and provides them with grace.

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Manages difficult or emotional customer and/or employee situations; Responds promptly to customer and employee needs; Facilitates a work environment where individuals are treated with respect and are not subject to hostile or other harassing behaviors.

Adaptability – Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Flexible; Open to new ideas.

Initiative – Undertakes self-development activities; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Looks for ways to improve performance and the organization as a whole; Pursues training and development opportunities.

Dependability – Consistently reports to work on time as scheduled; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Commits to long hours of work when necessary to reach goals.

LANGUAGE SKILLS

Strong written and verbal communication skills with the ability to draft clear documentation, training materials, and user guides. Skills include facilitating discussions, delivering presentations, and translating complex information into accessible language for both technical and non-technical audiences.

MATHEMATICAL SKILLS

Skills in analyzing data sets, interpreting numerical results, and applying statistical reasoning. Abilities include performing calculations, working with percentages, and evaluating data trends to support business analysis and decision-making processes.

COMPUTER SKILLS

Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and enterprise software systems such as Salesforce. Skills include using test management and defect tracking tools, creating and maintaining process documentation, and leveraging productivity software. Strong abilities in learning new software tools and adapting to system updates.

REASONING ABILITY

Strong analytical and problem-solving abilities with proficiency in evaluating complex workflows and identifying solutions. Skills include critical thinking, synthesizing information from multiple sources, and applying logical reasoning to ensure alignment of business requirements, testing results, and system functionality.

WORKING CONDITIONS

The working conditions, physical demands, and environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in an office environment that is climate controlled. Periodic work outside the office and shop areas that may or may not have climate controls will be required. This is a full-time position. Days and hours worked will mirror the business operations which typically runs Monday -Friday. May work more than eight consecutive hours at a time or more than 40 hours in a 7-day work period depending on work demands. Occasional evening and weekend work will be necessary. Travel will be required to branch locations, company events, professional development and industry conferences. Must have access to reliable transportation and must be able to travel via most efficient mode for work related travel i.e., airplane.

With Peterson’s Customer First focus, the individual may encounter pressure in meeting customer needs, balancing competing deadlines and resource constraints. Situations must be handled in a manner that meets customer needs and does not negatively impact customer satisfaction. Customers are both internal and external.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is continuously required to sit, use hands or fingers to handle/feel objects, reach with hands/arms, talk, and/or hear. Occasionally required to stand, walk, stoop, kneel, crouch, and/or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth & perception, and the ability to adjust focus.

WORK ENVIRONMENT

Most work performed is in an office environment with climate and noise controls. Occasional exposure to work near moving mechanical parts, fumes or airborne particles, and/or vibration may occur when working in warehouse or shop environments. Work environment considered to be moderate with seasonal temperature changes, occasional exposure to outside weather, and with a moderate noise level. Appropriate personal protective equipment (PPE) must be worn in work areas where it is required.

This description describes only the general nature and level of work encompassed by this job. This description is not a comprehensive listing of all responsibilities, duties, and skills of employees at this level. Peterson is an Equal Opportunity Employer/Affirmative Action Employer.

Peterson Holding Company is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.