Business Systems Analyst, Service Cloud

The Offer

• Innovative and collaborative work environment

The Job

Our client is looking for a solution-minded Business Systems Analyst that will be responsible for delivering the companys most important projects to drive our strong top-line growth. The main responsibility of this position will be to partner directly with our business leaders and key stakeholders to implement new enhancements in Salesforce Service Cloud to support and automate our processes. (Support Global Customer care, Billing Revenue operations Professional Services)

This is a challenging role, but you will get to own the key business processes that will ensure we meet our aggressive growth goals. We want our customers to buy our products seamlessly while ensuring the proper provisioning, customer support, accounting and billing is taking place.

Questions you will tackle head-on:

• How do we bring more automation to the customer onboarding experience (post-sales)
• How do we get our customers set up and using an 8x8 product within minutes?
• How can our support agents resolve customer trouble tickets faster?
• What applications can we leverage to make processes more pleasant for internal agents and our customers?

Responsibilities

• Develop and execute comprehensive Service Cloud strategy aligned with business objectives
• Lead the configuration and customization of Salesforce Service Cloud to support complex customer service requirements
• Work closely with business stakeholders to gather requirements and understand their needs. Translate business requirements into functional Salesforce specifications, ensuring solutions align with organizational objectives.
• Document user stories, workflows, and process maps to inform Salesforce configurations and enhancements.
• Design and implement customer service workflows, case management processes, and automation solutions
• Optimize knowledge base management, Partner Support and self-service portal capabilities
• Configure and develop advanced Case routing, escalation, and assignment rules
• Manage and optimize customer support channels (phone, email, chat)
• Implement and maintain service level agreement (SLA) tracking and reporting
• Develop custom solutions using Service Cloud features and capabilities
• Create and maintain comprehensive reporting and dashboards for service operations
• Support omnichannel service strategies and implementation
• Manage system integrations with customer support technologies
• Conduct user training and provide ongoing system support
• Perform system health checks and continuous improvement initiatives
• Build POCs and demonstrate to stakeholders the new salesforce feature releases
• Should be able to configure Salesforce using point and click and Identify Drive when to code and when not to
• Identify recurring issues that will drive system improvements and maintain run book
• Work collaboratively and closely with other Business Analysts, Onshore and Offshore Developers during the execution phase
• Create and maintain Salesforce reports and dashboards to provide actionable insights and support decision-making for various departments.
• Proactively Identify opportunities to optimize business processes through automation, integration, and customization of Salesforce.
• Stay up to date on Salesforce platform updates and new features, evaluating their potential benefits to the organization.

The Profile

• Degree in BS/BA, MIS or comparable technical degree
• Must have Salesforce Service Cloud certification
• At least 10+ years of experience as a business systems analyst on the Salesforce platform
• Minimum of 5+ years of experience in Service Cloud and Experience Cloud.
• Deep knowledge and experience in implementing Support Processes, Case lifecycle, Partner Support Management, Entitlements, Milestones, Knowledge, CTI, Chat.
• Strong knowledge of Service Cloud Einstein ,Prompt Builder, and Agentforce
• Strong understanding and hands-on experience with Salesforce configuration, Flows, validation rules, etc..
• Good understanding of Einstein Analytics
• Excellent problem-solving skills Proven ability to achieve challenging goals and objectives
• Strong communication skills - verbal, written, and listening
• Fair, objective, and data-driven in decision making
• Experience with Salesforce managed packages

Beneficial Skills

• Knowledge of integration technologies is a big plus but not required
• Salesforce Certification Admin Service Cloud preferred
• Knowledge of cloud voice, video, and messaging co