Description

You will optimize Salesforce Service Cloud workflows to improve student support and case management operations.

Responsibilities

• Evaluate existing workflows and conduct process mapping to identify inefficiencies within Salesforce Service Cloud.
• Collaborate with department leaders to advise on optimal usage of Salesforce for case management, knowledge management, and agent automation.
• Support the configuration of Service Cloud agents, case routing, and automation processes.
• Lead discovery sessions and interviews with advisors and administrators to document current-state operations.
• Translate business needs into technical requirements for the Salesforce team and create standard operating procedures.

Required Skills

• 3+ years of experience in business process analysis, operations, or systems implementation.
• Proven experience working with Salesforce, specifically Service Cloud.
• Deep understanding of workflow automation, agent optimization, and CRM adoption strategies.
• Experience leading cross-departmental meetings and facilitating stakeholder discussions.
• Ability to work within complex organizational structures, such as higher education.
• Strong communication skills to advise and influence stakeholders at all levels.

Preferred Skills

• Salesforce certifications such as Administrator, Business Analyst, or Service Cloud Consultant.
• Experience with Salesforce Knowledge, Omni-Channel, Einstein Search, or Service Console.
• Familiarity with higher education processes including student advising and academic support.

Key Skills

Education

Any Gradute