We are seeking a Manager, Business Analysis specialized in Salesforce Service Cloud for a Case Management Project focusing on optimizing customer service operations.
The successful candidate will be responsible for implementing and enhancing Salesforce Service Cloud features to improve case management functionalities and streamline customer issue tracking and resolution processes.
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Responsibilities
- Collaborate with various stakeholders to gather and clarify project-specific requirements
- Document existing workflows and pinpoint areas for process optimization using Service Cloud features
- Design solutions within Salesforce Service Cloud that meet the strategic business needs
- Analyze customer service data to identify trends and areas of improvement
- Propose configurations in Salesforce Service Cloud that align with the solution design
- Manage project timelines, deliverables, and dependencies effectively
- Develop comprehensive documentation, including requirements, process maps, and configuration details
- Lead discussions and workshops to align technical solutions with business objectives
- Engage in problem-solving to address challenges and provide effective solutions
- Direct User Acceptance Testing (UAT) activities to ensure the solution meets business needs
- Create and deliver training materials for end-users on the new case management system
- Maintain regular communication with stakeholders to keep them informed on project status
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- Minimum of 7 years of practical hands-on experience in Salesforce Service Cloud and its case management features
- Minimum of 3 years' experience leading Salesforce Case Management projects as a Business Analyst
- Proficiency in business analysis with skills in requirements gathering and gap analysis
- Competency in stakeholder management and engagement
- Strong capability to analyze data and utilize findings to inform decision making
- Excellent communication skills capable of explaining intricate technical details succinctly
- Familiarity with project management methodologies and tools
- Certification in Salesforce Service Cloud
- Experience in designing and implementing knowledge base integrations
- Background in setting up and configuring custom fields within Salesforce environments
- Improved medical coverage - EPAMers are eligible to participate in a supplementary health insurance program that shall have the usual coverage in the industry, with the Company funding 100% of the value of the monthly premium for participation
- Lunch Allowance - You will receive a daily allowance of CLP $ 7,000 per working day. Enjoy a nice meal on us
- Allowance for internet and electricity - You will receive an allowance of CLP $15,000 per month to cover internet and electricity expense
- National Holiday Bonus - We celebrate joining the Chilean Market. That is why all our employees will receive a bonus of CLP $86,646 in September
- Christmas Bonus - You will receive an End of Year bonus of CLP $170,539. It will be paid during the month of December, to ensure you have a Happy Holiday!
- Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
- Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
- Are you open to relocation? - If you want to relocate to another country and we have the right project, we will assist you every step of the way, to help you and your family, reach your new home