Description

You will manage the configuration, implementation, and functional health of Salesforce Service Cloud environments.

Responsibilities

• Translate business requirements and risks into clear PRD documentation.
• Analyze application issues, addressing configuration, implementation, or process failures.
• Perform root cause analysis on trending issues and report findings to leadership.
• Partner with data teams to utilize topic trends for organizational insights.
• Drive application roadmap inputs by suggesting features and working with engineering and vendors.
• Manage vendor support escalations and track key application metrics against goals.

Required Skills

• 6-8 years of Salesforce Service Cloud experience.
• 5+ years of Advanced Salesforce Administrator experience.
• Proficiency with Salesforce API, web services, and 3rd party tool APIs.
• Hands-on experience integrating support platforms with chatbot solutions like Medallia and ADA using asynchronous methods.
• Experience exchanging data via XML, XLS/CSV/TXT, flat files, and delimited files.
• End-to-end understanding of data/access updates, batch jobs, and debugging.
• Ability to write complex queries and perform data analysis.
• Deep understanding of product architecture, integrations, and cross-application dependencies.
• Professional English fluency, both written and verbal.

Preferred Skills

• Bachelor's degree in Information Technology, Business, or a related field.

Key Skills

Education

Bachelor's degree