IT Business Systems Analyst Salesforce Service Cloud/Community Cloud
Posted on Oct 29, 2020 by Kronos
Location: Lowell - Massachusetts - USA Function: Information Technology Ref #: Description The IT organization is seeking to add a Salesforce Business Systems Analyst with specific focus on Salesforce Service Cloud and Community Cloud. The ideal candidate has extensive experience with customer service processes and the Salesforce platform. The business analyst must balance strong written and verbal communication skills will system expertise and best practices. As key member of the dedicated Customer Support IT Service Team, the Business Systems Analyst will have the following responsibilities: - Support the existing Salesforce Service Cloud implementation, working on production support, small to medium enhancements and large, strategic projects - Build and maintain relationships with corporate and regional stakeholders, analyzing and understanding functional requirements, process transformation, best practices, cross-functional needs and system capabilities - Employ a variety of approaches to collecting and documenting business, functional and user requirements such as leading workshops, writing use cases, creating context diagrams, performing stakeholder analysis, etc - Design and implement Salesforce-based solutions to meet or exceed business requirements - Collaborate regularly with other Business Analysts on cross-functional requests and solutions - Support Project Managers planning, execution and management of project deliverables and risks - Work together with Technical staff to develop development and integration requirements along with custom extensions or functionality to existing business applications when needed - Work closely with QA analysts and may perform functional, regression, unit, functional and user acceptance testing Qualifications - Minimum of 5 years of experience in business systems analysis - 3-5 years of global Customer Support experience, including multi-channel contact center, case management, workflow, knowledge management, online self-service, communities, collaboration, reporting and analysis, IVR and CTI, in a Cloud solution environment - 2-4 years of experience including Service Cloud and Community Cloud - Salesforce Admin certification preferred - Strong understanding of Salesforce capabilities, best practices and limitations and the ability to clearly communicate those to key stakeholders - Strong organizational and analytical skills with attention to detail - Excellent written and verbal skills - Ability to accept and manage changing priorities and address issues quickly and professionally - Strong preference towards experience with cloud based software solutions - Experience with ServiceNow or a similar ITSM tool is a plus Corporate overview You're empowered when you're a Kronite. Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance - to live inspired. In fact, it's expected! You'll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you're a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos' industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations - including half of the Fortune 1000 - and more than 40 million people in over 100 countries use Kronos every day. EEO Statement Equal Opportunity Employer Kronos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law. View The EEO is the Law poster and its supplement. View the Pay Transparency Nondiscrimination Provision Kronos participates in E-Verify. View the E-Verify posters here. Disability Accommodation For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 .