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Salesforce.com, Inc Analyst, Support Strategy & Operations in Indianapolis, Indiana

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Finance and Operations

Job Details

As a global company that’s growing at the speed of light, we are seeking an analyst to join the Support Strategy & Operations team to help our Revenue Operations Organization scale with this incredible growth. The team sets the strategic direction for the RevOps Support Organization, driving cross-functional process improvement, technology implementation and scale initiatives.

The successful candidate must possess strong analytical, communication, and technical skills. This person will need to be able to quickly learn the business and technology domain and be able to apply the knowledge in conjunction with his/her business analysis skills. This person will primarily focus on capturing Salesforce configuration data requirements to promote process innovation projects. Our ideal candidate must possess the business and technical skills/experience prescribed, enjoy working in a highly dynamic, fast-paced and high-growth environment, as well as be experienced at managing a backlog in support of an overall Enterprise program.

Responsibilities

  • Engage with business users at different levels to determine business needs, analyze, document their requirements.

  • Maintain the Support Strategy backlog by intaking business requests, tracking changes through to completion.

  • Partner with the Insights team to ensure analytics are embedded into backlog prioritization.

  • Ensure technical solutions promote simplicity, efficiency, and conform to enterprise and architecture standards and guidelines.

  • Submit & track tickets with our Salesforce Administrators & development teams.

  • Work effectively with the technical/development team and translate the specifications/requirements for technical development, testing and implementation.

  • Conduct UAT for config changes. Identify test scenarios, develop test scripts, and execute end to end and testing and user acceptance testing as needed.

  • Update process documentation & artifacts to reflect support model changes & configurations.

  • Measure support operations process maturity through conducting audits, analyses, & reporting.

  • Partner with the enablement organization and operations team to provide training, support and technical assistance to end users.

  • Contribute to larger projects that impact support operations, such as Mergers & Acquisition integration, and Support Model changes.

Preferred Skills/Experience

  • Salesforce Administrator Certification Preferred.

  • Familiarity with Service Cloud & Knowledge Management.

  • 3 years of hands-on experience as a business system analyst, specifically in the areas of enterprise systems.

  • Ability to bridge business requirements to functional application capabilities quickly and assess the appropriate relevance of incorporating different product technologies to business problems; ability to learn new applications and technologies.

  • Experience driving and gathering business requirements, assessments, solutioning, especially in the areas of support.

  • Experience working with both business and technical teams, coordinating solution design, development/configuration, and deployment across multi-dimensional teams.

  • Experience in business process analysis.

  • Analytical mindset and data driven competencies are a must with the ability to dig under the hood and leverage usage and adoption data points to drive value and change.

  • Proven ability to coordinate a diverse set of business users to develop cohesive and streamlined requirements, documentation and user acceptance criteria.

  • Excellent spoken and written communications as well as receptive listening skills, with the ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.

  • Excellent team player able to work within a global operating model, including virtual and distributed cross-functional teams, with the flexibility to work across different time zones.

  • Ability to support team members and improve work processes.

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. at http://cloud.mail.salesforce.com/accommodations-request-form

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ do not accept unsolicited headhunter and agency resumes. Salesforce.com at http://salesforce.com/ and Salesforce.org at http://salesforce.org/ will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com at http://salesfore.com/ or Salesforce.org.

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