Description

Key Responsibilities

• Partner with business stakeholders to understand customer service processes and translate business requirements into functional and technical specifications.
• Analyze current business processes and recommend improvements leveraging Salesforce Service Cloud.
• Lead requirements gathering sessions, workshops, and stakeholder interviews.
• Create and maintain business requirements documents (BRDs), functional specifications, process flows, user stories, and acceptance criteria.
• Configure and support Salesforce Service Cloud features where appropriate, including:
  • Case Management
  • Omni-Channel Routing
  • Service Console
  • Knowledge Management
  • Entitlements and Milestones
  • Email-to-Case
  • Web-to-Case
  • Queues and Assignment Rules
  • Escalation Rules
  • Flows and Approval Processes
• Collaborate with Salesforce Administrators and Developers to design scalable and maintainable solutions.
• Support sprint planning, backlog grooming, user acceptance testing (UAT), and production deployments.
• Perform gap analysis and impact assessments for new business initiatives.
• Ensure solutions align with Salesforce best practices and enterprise architecture standards.
• Create user documentation, training materials, and conduct end-user training sessions.
• Monitor system performance, identify enhancement opportunities, and support issue resolution

Key Skills

Education

Bachelor's degree