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Lead Salesforce Service Cloud Analyst

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Salford, Salford, United Kingdom SD Worx Full time

At SD Worx, we prioritize enhancing our capabilities and adaptability to support business growth while maximizing profitability across the organization. We engage in various business domains such as Human Resources, Finance, Marketing, Software Development, Quality Assurance, Implementation, and Service Delivery. There are ample opportunities at SD Worx for individuals with the right mix of skills, experience, and character.

Position Overview

In the framework of SD Worx's Enterprise tools, Salesforce is integral to our operations. Therefore, your role as a Senior Functional Analyst for Salesforce Service Cloud is vital. This position revolves around understanding our business needs and proposing functional solutions within Salesforce. A key aspect of your role will be to collaborate with various stakeholders, including business and product owners, as well as technical team members. Together, you will enhance our Salesforce Suite to improve user experience.

Key Responsibilities

  • Gathering and defining business requirements: analyzing business processes and refining user stories while acting as a liaison between business and technical teams.
  • Understanding functional requirements from stakeholders and translating them into functional and technical solutions.
  • Designing functional workflows in Salesforce Service Cloud to ensure customer and end-user satisfaction.
  • Creating and maintaining current and future business process flows for internal use and for SD Worx's operations.
  • Regularly collaborating with stakeholders, including our Support Squad, Product Owners, and Business Owners.
  • Conducting manual user acceptance testing on Salesforce Service Cloud Applications, Customer Portal, and Partner Portal to ensure products meet specified requirements.
  • Executing test plans and detailed test cases based on functional requirements and customer feedback, and proposing enhancements based on test results to improve overall product quality.
  • Developing complex reports and dashboards to fulfill business requirements. Providing technical support to our Support Squad and serving as Level 2 support to assist in defect resolution by reproducing and documenting defects, as well as resolving issues through Salesforce configuration.
  • Staying updated with Salesforce releases and investigating relevant features for future product enhancements.
  • Taking ownership of assigned projects and ensuring targets are achieved through diligent follow-up.
  • Mentoring junior colleagues on best practices in business and functional analysis.

Qualifications and Skills

  • Degree in IT or related fields, or equivalent experience.
  • Strong analytical, communication, and problem-solving abilities.
  • Extensive knowledge of Salesforce Suite configuration with proven experience.
  • Experience working in Agile teams; international experience is a plus.
  • Ability to work independently and lead discussions on medium-complexity processes and business requirements with stakeholders.
  • Demonstrated experience in defining business requirements related to service processes, with participation in Salesforce Service Cloud implementation considered advantageous.
  • Proven expertise in Salesforce configuration (process builders, flows, standard visibility, and sharing).
  • Experience in designing and implementing features related to case management (entitlements, milestones, case escalation, assignment, etc.).
  • Salesforce certifications: at least Salesforce Administrator or Salesforce Service Cloud; Salesforce Sales Cloud certification is a plus.
  • Team-oriented and adaptable.
  • Excellent English communication skills, both verbal and written.
  • Proactive and solution-oriented mindset.
  • Knowledge of SQL; experience with Azure DevOps and Postman is a plus.

At SD Worx, we embrace diversity in the workplace. We believe that diversity fosters inspiration and innovation within our company. We welcome applications from qualified individuals, regardless of their background.