Salesforce Service Cloud Business Analyst

Role Overview

• Responsible for in-depth business process flows and requirements with an expectation that requirements are detailed enough to allow a developer to begin work.
• Help align the ongoing Salesforce.com roadmap to support Current’s strategic initiatives.
• Facilitate project prioritization meetings with business leaders and gain consensus on the project roadmap
• Serve as the subject matter expert on Salesforce.com initiatives in relation to the daily user experience.
• Provide mentoring and guidance to other team members as they fulfill real-time feature requests.
• Collaborate with IT Teams to troubleshooting issues and prioritize helpdesk tickets if needed
• Contribute to adoption by improving the user experience through standardization, documentation, training, and ongoing improvement initiatives
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.
• Ensure that the business and technical ROI on large scale projects is defined and included in the project status reports
• Work with the technical teams on release planning for production and also on the coordination and planning, and refresh of lower environments
• Develop test plans and lead testing cycles (both QA and UAT)
• Analyze and implement Salesforce release features in accordance with the yearly cycle
• Maintain annual reviews of overall systems, health, security, and technical debt

Requirements

• Minimum 5 years of Salesforce experience, to include the following certifications: Admin, Advanced Admin, Platform App builder, Service Cloud Consultant
• CPQ experience is required, so please be able to explain your involvement with planning, setting up and maintaining a CPQ based system.
• Strong data analytical skills
• Strong business acumen, technical aptitude and attention to detail
• Demonstrated ability to manage and prioritize multiple projects and ticketing systems and cross functional workstreams
• Ability to clearly & concisely communicate with users in different roles and with varying skill sets
• Positive attitude, growth mindset, and ability to take initiative with minimal supervision.
• Experience in the following areas is a plus: Salesforce Ecosystem: Service Cloud, Sales Cloud, Experience Cloud, B2B Commerce
• Salesforce Certifications: UX Designer, Experience Cloud, Sharing and Visibility Designer, Mulesoft integration experience
• Business Analyst or Solutions Architect experience
• Workflow & Automation Platforms: Zapier, Formstack, Jotform
• Document & e-Signature Tools: Dropbox Sign, PandaDocs, Box, Docusign
• Salesforce Utilities: Salesforce Workbench, DataLoader, SF DevOps, Agentforce Vibes, Developer Console (for debugging)
• Ideal candidates may also: Enjoy analytical troubleshooting and data-driven problem solving
• Work with strong attention to detail and data accuracy
• Proactively recommend system improvements
• Communicate and collaborate effectively across teams, both in-office and remote
• Understand Salesforce database structures, capabilities, and limitations
• Have experience implementing Salesforce end-to-end
• Thrive in a fast-paced, evolving environment with high autonomy

Tech Stack

• Cloud
• SFDC

Benefits

• All around competitive culture where together we strive to: Approach each day with a tenacious curiosity
• Communicate openly and honestly
• internally and externally
• Work hard, take risks, fail fast…learn and move on
• Embrace diversity and welcome opposing thoughts
• Empower and develop each other
• We have an open and inclusive culture where you’ll learn and grow through programs and resources like:
• Quarterly company all employee meetings
• Management and Leadership development Initiatives and special projects with executive leadership exposure
• Access to top-notch learning courses through LinkedIn Learning
• Regular manager check-ins to drive performance and career growth
• Our more standard benefits Full-time exempt roles have a Permissive Time Off Policy, giving you flexibility to rest, relax and recharge away from work
• Paid Company Holidays
• A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance
• 401(k) retirement program with a fully vested immediate company match
• Flexible Spending Account options for pre-tax employee allocations