Title : Salesforce Service Cloud Business Analyst Location : 100% remote but will need to visit Pittsburgh office 1-2x a year Duration : 6+ Months C2H Visa : USC and GC ONLY
Job Description: Must have been a Salesforce BA and been part of a integration from another CRM platform Must have 3-5 years Salesforce Service Cloud experience Should have 3-5+ years as a salesforce BA Must be able to work independently and act as an SME - tell them how to do things Must be confident with configuration and testing of the platform Highly prefer someone with certification Must be open to a open ended contract or contract to hire ( prefer contract to hire) - Serve as the functional expert to facilitate discovery, requirements gathering sessions with the Operations and other organizations to document detailed functional, technical, data, and reporting requirements.
- Effectively work with business stakeholders to capture functional and technical requirements with the understanding of the IT landscape in order to produce software requirement specifications and integration transformation and translation mappings in a variety of formats, including but not limited to: Business Process and/or Data Flow Models, Business Requirements Documents (BRDs), Requirements traceability matrix and User Stories with Acceptance Criteria, as required.
- Develop strong relationships across the organization, acting as a subject matter expert (SME) and trusted advisor in all processes related to Service Cloud.
- Partner with Salesforce developers to perform preview testing and review results to make sure there is no impact on the current implementation.
- Service Cloud configuration changes, including (but not limited to): workflow, process builder, macros, fields, page layouts, record types, new user setup/deactivation, roles, profiles, permissions and public groups.
- Plan new solution or feature pilot testing and collect feedback from operation teams for enhancement before full launches.
- Perform testing, document issues and triage UAT defects and work with the development team on fixes.
- Manage, maintain and Support go-live waves while continuously looking for operational efficiency opportunities including intake, handoffs, and prioritization.
- Extensive experience in analyzing organization processes, converting business workflows into exact Salesforce.com flows, workflows and configure Salesforce.com to meet business requirements
- Excellent leadership and interpersonal skills, team player with ability to work effectively with all levels of organization
- Other duties as assigned
We'd love to chat if you have: - Bachelor's degree in Engineering/Computer Science or equivalent experience
- Minimum 5 years in a Salesforce Business Analyst function, specifically with hands-on experience with Service Cloud.
- 4+ year of experience in collecting and breaking down high level designs, fleshing out functional requirements, analyzing data, data mappings, and analyzing inter/intradepartmental processes in Salesforce environment(s) required and creating business requirements documentation deliverables (BRD, EPIC, User Stories).
- Strong written/verbal communication skills and can translate business requirements into technical specifications and engage directly with business stakeholders
- Strong communication, troubleshooting, critical thinking, analytical and organization skills.
- Deep technical knowledge of Salesforce.com platform capabilities, functionalities, and limitations specifically around governor limits and best practices
- Detail-oriented, organized, self-motivated, hard working, and a great team player with excellent interpersonal skills
- Experience analyzing, designing, configuring and supporting Salesforce implementations and managing Agile projects
- Experience with CRM migration from Zendesk (or any other crm) to Salesforce cloud
- Identify gaps between business needs and standard CRM application functionality.
- Identify opportunities to improve business processes leveraging the Salesforce.com, maintain and document all requirements as needed by business.
- Experience with salesforce live agent/ web chat and omni channel.
- Proven experience with systems/tools utilized for sales and service operations processes such as Outreach, creating ad-hoc reports etc.
- Support system and tool issues and troubleshoot on-going incidents as needed
- Implement automation initiatives in Salesforce by working with internal and external partners
- Develop training plans, communications, materials, and documentation for users; keep materials up-to-date, and coordinate new user and sustainment training sessions
- High degree of professionalism, as this role will require interaction with leadership.
- Highly organized self-starter with the ability to work independently at all levels of the org
- High attention to detail, strong work ethic, a can-do attitude, and an ability to meet tight deadlines
Highly Preferred - Master''s degree in Engineering/Computer Science or equivalent experience
- Certified Salesforce Administrator/ Service Cloud Consultant or 5 years in a System Admin/Service consultant function, specifically with Salesforce product knowledge and hands-on administration experience with Service Cloud.
- Experience with CRM migration from Zendesk (or any other crm) to Salesforce cloud
- Experience with Salesforce Service contracts, Subscriptions and entitlements
- Experience with SFDC data management tools, SOQL queries, dashborading, Microsoft Excel, JIRA, Tableau, Visual Diagrams, and Google Suite
- System and tool development experience, preferably 5-6 years experience in the Banking and Financial Services domain.
With Gratitude;
Prashant Kumar | Lead Technical Recruiter LARGETON INC | 13800 Coppermine Rd, Herndon, VA 20171
| | Thanks for doing business with us.
Sincerely,
Largeton Inc. www.largeton.com | | | | | | |
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