Senior Salesforce Service Cloud Functional Analyst
SD Worx
- Mauritius
- Permanent
- Full-time
- An attractive salary based on your experience and achievement. Including allowances for transport, internet and mobile (more information available during interview) with an addition of medical insurance fully paid by SD Worx for you and 2 dependents (upgrades available). And a yearly company bonus.
- A dynamic environment: flexible working hours and working from home – everything is negotiable. We also offer career break options.
- Learning opportunities: through an individual development plan and professional training
- Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
- And all leaves are granted as from day 1!
- Responsible for business requirements gathering and definition: analysis of the business processes, user story refinement. Be a liaison between business & technical teams.
- Comprehending the functional requirements from your stakeholders and translating them to functional/technical solutions.
- Designing functional flows in Salesforce Service cloud to our customers and end users’ satisfaction.
- Gathering, creating and maintaining current and future business process flows for both internal use and SD Worx’ business.
- Collaborating regularly with stakeholders, like our Support Squad, the Product Owners and the Business Owners.
- Performing manual user acceptance testing on Salesforce Service Cloud Application, Customer Portal and Partner Portal (Salesforce Communities) to ensure product meets requirements.
- Executing test plans and detailed test cases based on functional requirements and customer feedback, propose improvements after analysis of test results on overall product quality.
- Creating complex reports and dashboards to meet business requirements.
- Taking ownership and doing close follow up on project/s assigned, ensuring targets are met.
- Coaching junior colleagues on business and functional analysis best practices
- Degree in IT/IT related fields or equal by experience.
- Excellent analytical, communication and problem-solving skills.
- In-depth knowledge about the configuration of Salesforce Suite with proven work experience.
- Experience in working in Agile squads. Working in international environment is considered as a plus.
- Working independently, being able to lead medium-complexity process and business requirement discussions with the business stakeholders.
- Proven track record in defining business requirements around servicing processes, participation in salesforce service cloud implementation from the start is considered a plus.
- Proven track record in salesforce configuration (process builders, flows, standard visibility and sharing).
- Proven track record in designing and implementing features around case management (entitlements, milestones, case escalation, assignment, etc.).
- Salesforce certifications: at least Salesforce Administrator or Salesforce Service Cloud, Salesforce Sales Cloud is a plus.
- Being a team player and flexible.
- Excellent English communication skills (verbal and writing).
- Proactive and can-do attitude.
- SQL Knowledge, experience with Azure DevOps and Postman is a plus.