Responsibilities:
• Implement configurations in Salesforce.com for Service Cloud on prioritized requirements or ongoing operational needs.
• Interfacing with User Experience, business and development teams to generate solution wireframes and associated UX artifacts.
• Collaborating with business and IT stakeholders to develop and mature best practices for iterative process improvement projects.
• Contributing to the evolution of roles/responsibilities for iterative project lifecycles to advance Client’s project methodology.
• Participating in the estimation, scheduling and execution activities for projects, as assigned.
• Identify opportunities to enhance tools to enable higher operating efficiencies, improved usability, and increased user adoption
• Provide mentoring/support to team members.
• Secondary support, based on experience, may also be required for Dynamics365.

Qualifications:
• B.S or B.A. degree and at least 8 years of experience with core customer service processes and cloud based configurations.
• Hands-on configuration and implementation experience with Salesforce.com [Service Cloud].
• Hands-on configuration and implementation experience with Microsoft Dynamics365 is a plus.
• In-depth knowledge of Salesforce.com reporting and workflow capabilities/limitations.
• Experience with designing user access (Profiles vs Roles vs Permission sets) to match the requirements and align with organizational structure.
• Direct experience with [Salesforce.com or Dynamics365] in global organization is required.
• Experience with [Agile, Iterative, Waterfall] project and development processes, and the ability to communicate effectively with IT resources.
• Ability to lead requirements discussions with the business, with minimal management oversight.
• Strong background in business analysis, demonstrating the ability to translate business needs/goals into requirements and prototypes.
• Experience working in a global, multi-channel, cross-functional organization is required.
• Able to set priorities, manage expectations, work as part of a team and independently.
• Must have effective professional verbal, written and presentation skills for audiences ranging from individual contributor through senior management level.
• Effective time management, organization, and planning skills.
• Working knowledge of best practices around cloud solutions.
• Willingness to learn new tools and expand cloud configuration knowledge.
• Salesforce Administrator Certification a plus.
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