Job description
iTalent Digital is seeking a Salesforce Service Cloud Business Systems Analyst to join our CX/EX Practice Group. This is a remote role for a client based in Silicon Valley. This is an exciting opportunity for the right individual to continue to cultivate your skills and domain expertise.
The individual selected will be instrumental in helping us continue to deliver excellence to our base of technology clients. You will be joining a family of other SMEs who have also specialized within this sector. You will also interact closely with our iTalent Practice Directors, who will partner with you and provide ongoing coaching and mentoring. iTalent Digital offers medical benefits, 401k, paid holidays and more.
Responsibilities:
- Consult with business stakeholders on new solutions and assist in implementation of new solutions on the Salesforce Service Cloud platform.
- Work closely with senior CX leaders to define and refine product roadmaps.
- Partner with functional experts from across a SaaS business to build requirements/user stories.
- Design, develop and maintain all company, team, and individual dashboard metrics in Services Cloud. (for CX group)
- Consult with users to optimize their business processes and lead the CRM group meetings to drive business priorities.
- Clearly communicate release and functionality status, issues, risks, plans.
- Provide support to ensure normal system operation troubleshooting production issues and problems.
- Proactively monitor system operations, recommend improvements, and manage user acceptance test planning for execution of critical CRM projects.
- Make recommendations on improvements to the user experience and increase system adoption.
- Review the content of each new release (every 2 weeks) and its impact on business processes and report back weekly on with status updates to the Executive team.
- Accept requirements from multiple stakeholders and prioritize product backlogs and analyze them for impacts to the systems.
Required qualifications and skills
- Business Systems Analyst must have experience designing and implementing Salesforce Service Cloud, ideally in a CX organization for a SaaS company.
- Experience with growing and expanding Salesforce Services Cloud in a CX organization.
- The Business Systems Analyst Lead must have a minimum 3 years experience working on Salesforce Service Cloud engagements.
- Must have demonstrated proficiency in custom fields/objects, workflow and validation rules, email templates, formulas, and dashboards/ reporting.
- Salesforce certification(s) are highly desirable.
Education
Salesforce certification(s) are highly desirable.
Company description
About iTalent Digital:
We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self-starter, a difference-maker or someone who wants to deliver great results, without constraints.
Additional info
The iTalent Digital Experience:
Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries.
iTalent Digital offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow!
Visit https://www.italentdigital.com/careers to learn more about what working at iTalent can mean for you.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
iTalent is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact us at recruiting@italentdigital.com and let us know the nature of your request and your contact information
Job Type: Full-time
Benefits:
- Health insurance
- Life insurance
- Paid time off
Schedule:
Work Location: Remote