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sales cloud and communities than service cloud Roles and Responsibilities: Primary Business Systems liaison to the Customer success, Support, and product teams acting as the consultative partner to providing timely remediation, support, and strategic mentorship to ensure business objectives are met Responsible for end to end solution design and delivery from requirements gathering, testing, through deployment to ensure effective business system tools design and implementation Salesforce Service Cloud functionality understanding and experience is required. Provide incident management support for key business applications and coordinate support with our vendors and key partners in internal groups. Lead the Customer Support/Success Systems roadmap short term to 12+ months Serve as main point of contact and project coordinator for Business Applications, Process and corresponding enhancements Manage multiple competing priorities through effective organization and communication Requirements: Skills, Knowledge And Experience Bachelor's Degree or higher in technology-related field or relevant experience in implementing Business systems 5+ years of experience in implementations and ongoing operations of enterprise systems in a Business systems analyst role An understanding of Post Sales Service/Success business processes 5+ years of experience working with business applications (Salesforce Service Cloud, Chat, knowledge base, Survey tools) Extraordinary problem solver with the ability to cross between detailed data and high-level insights. Ability to communicate effectively cross functionally with both executive management and end users. Experience in building strong working relationships with business partners, application users, project managers, internal IT team, external application consultants Demonstrated ability to deliver on Salesforce project requirements and lead operations support, by working with development, integration and admin team. Experience implementing and managing large Salesforce projects such as transitioning to Salesforce Lightning, implementation of Service Cloud, variety of different support channels and case routing rules Experience with sensitive data and creating systems that meet the security and compliance needs that come with the management/ownership of sensitive data Highly organized, results-driven, with exceptional attention to detail with great end-to-end program management Has expertise in developing and preparing use cases, functional specifications, and technical requirements Ability to understand and represent the needs of the end user in a software development environment Strong consultative and advisory skills Excellent written and verbal communications Experienced in working with both internal and system integrator teams for development


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