Business Analyst - Salesforce Service Cloud
- Cornerstone
- 3 - 8 years
- Mumbai
- 5 years ago
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Job Description
This position offers an exciting opportunity in an internet software company with a smart workforce. Cornerstone is looking for a talented business analyst to drive a variety of new initiatives for our global client experience. The Senior Salesforce Business Analyst will ensure that we are maximizing efficiency and capitalizing on the full features and benefits of the system based on business needs. We are seeking someone with excellent technical and communication skills who can interface directly with internal stakeholders to understand their needs in order to administer and enhance the system accordingly. This person will promote adoption, keep current on new releases and AppExchange solutions, provide training, and more.
He/she must be a self - starter, who can take direction as well as provide direction when needed. Additionally, the senior business analyst must also be a rockstar admin with proven Service Cloud experience within a global, multi - channel contact center.
In this role you will- Main point of contact for Service Cloud, Community, Knowledge, Live Agent, and CTI - related issues.
- Work with leadership to create scalable solutions that support business strategy and growth
- Support the Global Product Support operations teams in designing information architecture that supports on demand reporting and insights
- Serve as primary support for all Service & Support teams to assist with questions on internal systems and workflows
- Perform all the roles of the Salesforce CRM administrator including managing and maintaining databases, managing licenses, setting up profiles, installing company apps, create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and function
- Document and maintain potential new solutions or enhancements to existing solutions, as well as document business processes, and functional requirements
- Expand use of Salesforce Service Cloud and Community attend planning meetings, assist with determining if /how salesforce.com can be used in new ways
- ...and being the rockstar you are, will be willing to take on additional responsibilities as needed!
- Bachelor's degree in Computer Science or related experience and/or training
- Salesforce Advanced Admin and/or Developer Certification required
- Salesforce implementation experience and extensive experience with Service Cloud, Lightning, Communities, Knowledge, Live Agent, and CTI
- Experience in managing projects from conception to delivery
- Experience working on cross - functional, team projects
- Experience with salesforce.com and force.com APEX development a major plus
- A high proficiency in Microsoft Office, including Outlook Word, Excel and PowerPoint
- Able to grasp complex system workflows and understand cause/effect for actions taken in such systems
- Have outstanding written/oral communication skills, time management, and organizational
Job Classification
Industry: Telcom, ISPFunctional Area: IT Software - Application Programming, Maintenance,
Role Category: System Design/Implementation/ERP/CRM
Role: System Design/Implementation/ERP/CRM
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required
Contact Details:
Company: Cornerstone TalentLocation(s): Mumbai
Keyskills: Computer science Business Analyst Time management Cloud Salesforce.com CTI Business strategy MS Office Product support Human capital management
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