Job Description

Job Description:
We seek a Senior Business Systems Analyst to lead the implementation, enhancement, and support of Salesforce Service Cloud processes and automation. The role involves:
● Leading the gathering of business requirements related to Salesforce Service Cloud and Sales Cloud features, providing Proof of Concept (PoC) and strategic guidance.
● Developing comprehensive technical requirement documents, process flows, user stories, and detailed functional and system design specifications.
● Analyzing complex information from multiple sources, resolving inconsistencies, and translating high-level concepts into actionable details.
● Guiding the development team in delivering complex enhancements, including direct Salesforce configurations and detailed specifications for the internal development team.
● Establishing test criteria and overseeing testing of new functionalities and enhancements, ensuring quality and performance.
● Expertly configuring users, profiles, roles, custom fields, validation rules, page layouts, list views, case assignment/auto-response/Service level agreement tracking and escalations, workflows, approvals, and process builder.
● Owning the end-to-end solution delivery, from requirement gathering and defining metrics to implementation, testing, deployment, and ongoing monitoring.