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Salesforce Business Analyst (Customer Development)

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Next Phase Systems, Inc.

2021-12-03 07:43:35

Job location San Francisco, California, United States

Job type: fulltime

Job industry: Consulting & Corporate Strategy

Job description

Requirements:

  • 8+ years; experience as a Business Analyst or Systems Consultant for a global organization, or direct consulting expertise leading business transformation projects.
  • Excellent understanding of Customer Service processes (i.e., case milestone, escalation , entitle management, follow the sun support model etc.) and KCS (knowledge-centric support) best practices.
  • Experience with Salesforce.com configuration and familiarity with Salesforce.com custom development of a customer's End to End processes.
  • Strong presentation and communication skills.
  • Proven experience with gap analysis, benchmarking, trending, and root cause/s analysis
  • Experience in several end-to-end Salesforce implementations of the Service Cloud, customer communities ( Forums, Ideas, case deflection strategies etc.), Knowledge Base and their ongoing maintenance
  • Experience with SFDC 3rd Party App Integration (AppExchange), Federated search mechanism
    Salesforce lightning experience preferred
  • Data Migration, Data Cleansing, Data integrity, and enforcement expertise
  • Experience with AGILE and Waterfall methodologies
  • Strong analytical skills, prioritization skills, business intuition, and organizational ability
  • Excellent interpersonal and communication skills
  • Ability to operate in a cross-cultural with the ability to build consensus across functions
  • Adaptable, open to change, and able to work in ambiguous situations; ability to respond to new information or unexpected circumstances
  • Capacity for decision making in complex scenarios and for holding oneself and others accountable to those decisions

Bonus Points:

  • Experience in one or more of the following:
  • SSO/SAML
  • Coveo search optimization
  • Gainsight
- provided by Dice

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