We are looking for a "solution-minded" business systems analyst who will be responsible for delivering key projects to drive our strong top-line growth.  The main responsibility of this position will be to partner with our business stakeholders and drive implementation, enhancements and support Salesforce Service Cloud processes and automation.

Responsibilities: What you will do

• Collaborate and facilitate discussions among business owners, development team and end users to define business requirements, and system goals.
• Mapping functional requirements to Salesforce Service Cloud and/or Sales Cloud features and functionality.
• Understand and document requirements for business process, configuration, testing and launching of projects/solutions.
• Critically evaluate information gathered from multiple sources, reconcile inconsistency and break down high-level information into details.
• Work with development team to deliver key enhancements by directly making configuration changes in Salesforce or developing the requirements / design specifications and delivering it to our internal development team for completion.
• Identify test criteria and help testing new functionality and enhancements.
• Provide training to business stakeholders and end users.
• Evaluate implementation options and provide recommendations on scope and scale of effort required to develop a solution.
• Configure users, profiles, role creation/maintenance, custom and formula fields, validation rules, page layouts and list views, case assignment/auto response/SLA tracking and escalations, workflows, approvals and process builder.

Qualifications: Your background

• Degree in Computer Science, MIS or comparable technical degree.
• Minimum of 5 years of experience as a business systems analyst on the Salesforce platform.
• Minimum of 2 years experience as a business analyst and/or administrator for Salesforce Service Cloud (Communities, Case Management, Knowledge base and Agent Console)
• Strong knowledge of system and software quality assurance best practices and methodologies.
• Flexible and adaptable in regards to learning and understanding new technologies.
• Excellent written and oral communication skills.
• Excellent problem-solving, analytical and investigative skills.
• Ability to conduct research into software related issues and products.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.