IT Business Systems Analyst Salesforce Service Cloud / Community Cloud (Customer Support centric)
The IT organization is seeking to add a Salesforce Business Systems Analyst with specific focus on Salesforce Service Cloud and Community Cloud.
The ideal candidate has experience with customer service processes and the Salesforce platform. The business analyst must balance strong written and verbal communication skills will system expertise and best practices.
As key member of the dedicated Customer Support IT Service Team, the Business Systems Analyst will have the following responsibilities :
Support the existing Salesforce solutions within Service Cloud and Community Cloud (and related solutions), working on production support, trouble-shooting issues, and implementing small to medium enhancements.
Contribute to large strategic projects and / or new solutions in this space.
Build and maintain relationships with corporate and regional stakeholders, analyzing and understanding business requirements, business processes, functional requirements, cross-functional needs and system capabilities
Employ a variety of approaches to collecting and documenting business, functional and user requirements such as leading workshops, writing use cases, creating context diagrams, performing stakeholder analysis, etc
Design and implement Salesforce-based solutions to meet or exceed business requirements, adhering to best practices and solutions design standards, with an emphasis on maximizing out-of-the-box solutions
Collaborate regularly with other Business Systems Analysts and Application Solution Consultants on cross-functional requests and solutions
Collaborate regularly with Technical leads, Salesforce developers, and integration developers on functional requirements to implement custom extensions or application integrations to satisfy business requirements when needed
Support Project Managers planning, execution and management of project deliverables and risks
Work closely with QA analysts and may perform functional, regression, unit, functional and user acceptance testing
3 to 5 years of experience in business systems analysis
2+ years of global Customer Support experience, including multi-channel contact center, case management, workflow, knowledge management, online self-service, communities, collaboration, reporting and analysis, IVR and CTI, in a Cloud solution environment
2+ years of Salesforce.com experience including Service Cloud and Community Cloud
Salesforce Admin certification required
Strong understanding of Salesforce capabilities, best practices and limitations and the ability to clearly communicate those to key stakeholders
Strong organizational and analytical skills with attention to detail
Excellent written and verbal skills
Ability to accept and manage changing priorities and address issues quickly and professionally
Experience with ServiceNow or a similar ITSM tool is a plus