Salesforce Analyst

This role will report to the Global Support Operations Manager and will be responsible for assisting with the configuration, customization, and maintenance of the Salesforce Service Cloud and Experience Cloud instances to optimize workflows, processes, and reporting. Collaboration with other departments and internal stakeholders outside of Support including Business Technical Operations (BTO), Business Applications (BizApps) and IT may be required.

Your regular working hours will be from 4:00 PM to 1:00 AM, Monday through Friday.

Salary starts from 2000 EUR gross per month (additional night hours bonus) depending on the experience and skills the candidate will bring to the role.

What You Will Do

• Collaborate with integration teams to ensure seamless data flow between Salesforce and other business systems.
• Stay current with Salesforce releases and updates, assessing their impact and implementing changes as necessary.
• Assist with the configuration and customization of Service Cloud and Experience Cloud instances to meet business requirements
• Assist with the design and development of requirements of queues, case assignment rules, escalation rules, and workflows to ensure efficient case management and resolution.
• Create and maintain customized reports, dashboards, and analytics to provide insights into service performance, customer behavior, and overall user engagement
• Assist with the troubleshooting and resolution of system issues, working closely with the appropriate internal Bazaarvoice teams.
• Maintain/update Support Community (Experience Cloud) documentation and content as needed

Who You Are

• Strong understanding of support processes and best practices.
• Understanding of Salesforce configuration, customization, and data management.
• Experience utilizing Salesforce Service Cloud in a support environment
• Excellent problem-solving skills and attention to detail.
• Effective communication and collaboration skills, with the ability to work cross-functionally and communicate technical concepts to non-technical audiences
• Strong organizational and project management skills.
• Working experience with Confluence and JIRA

Nice To Have

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience).
• Knowledge of Salesforce automation tools, including Process Builder, Flows, and Apex triggers.
• Familiarity with agile methodologies and project management tools is a plus
• Working experience with Tableau

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