We are in search of a Senior Manager, Business Analysis specializing in Salesforce Service Cloud for a Case Management Project aimed at enhancing customer service operations.
The successful candidate will oversee the implementation and improvement of Salesforce Service Cloud features to augment case management capabilities and enhance customer issue tracking and resolution procedures.
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Responsibilities
- Work collaboratively with various stakeholders to understand and specify project requirements
- Evaluate existing workflows and identify optimization opportunities using Service Cloud features
- Engineer solutions within Salesforce Service Cloud that cater to strategic business requirements
- Examine customer service data to spot trends and improvement opportunities
- Suggest configurations in Salesforce Service Cloud consistent with the solution architecture
- Oversee project timelines, deliverables, and dependencies effectively
- Produce comprehensive documentation, including requirements, process maps, and configuration details
- Facilitate discussions and workshops to ensure technical solutions are aligned with business goals
- Tackle issues to provide effective resolutions
- Oversee User Acceptance Testing (UAT) to confirm the solution fulfills business needs
- Develop and conduct training sessions for end-users on the new case management system
- Keep stakeholders continuously updated on project progress
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- Minimum of 10 years of practical hands-on experience in Salesforce Service Cloud and its case management features
- Minimum of 5 years of experience leading Salesforce Case Management projects as a Business Analyst
- Proficiency in business analysis with expertise in requirements gathering and gap analysis
- Strong familiarity with stakeholder management and engagement
- Strong capability to analyze data and deploy findings for strategic decisions
- Superior communication skills adept at clearly explaining complex technical details
- Understanding of project management methodologies and tools
- Qualification in Salesforce Service Cloud
- Capability to design and implement knowledge base integrations
- Background in establishing 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