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Sr. Business Analyst - Salesforce

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Zscaler

2021-12-03 13:30:03

Job location Dallas, Texas, United States

Job type: fulltime

Job industry: Consulting & Corporate Strategy

Job description

Job Description

POSITION: SR. BUSINESS ANALYST - SALESFORCE

LOCATION: REMOTE WITHIN UNITED STATES

We are looking for a "solution-minded" business systems analyst who will be responsible for delivering key projects to drive our strong top-line growth. The main responsibility of this position will be to partner with our business stakeholders and drive implementation, enhancements and support Salesforce Service Cloud processes and automation.

Questions you will tackle head-on

"How can our support agents resolve customer cases faster?"

"How can we provide more self-service options to our customers for proactive resolution?"

"How do we bring more automation to the customer onboarding experience?"

"What automation can we leverage to make processes more pleasant for internal agents and our customers?

RESPONSIBILITIES - WHAT YOULL DO

Collaborate and facilitate discussions among business owners, development team and end users to define business requirements, and system goals.

Mapping functional requirements to Salesforce Service Cloud and/or Sales Cloud features and functionality and provide Proof of Concept (PoC) if needed

Understand and document requirements for business process, configuration, testing and launching of projects/solutions.

Critically evaluate information gathered from multiple sources, reconcile inconsistency and break down high-level information into details.

Work with development team to deliver key enhancements by directly making configuration changes in Salesforce or developing the requirements / design specifications and delivering it to our internal development team for completion.

Identify test criteria and help testing new functionality and enhancements.

Provide training to business stakeholders and end users.

Evaluate implementation options and provide recommendations on scope and scale of effort required to develop a solution.

Configure users, profiles, role creation/maintenance, custom and formula fields, validation rules, page layouts and list views, case assignment/auto response/SLA tracking and escalations, workflows, approvals and process builder.

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