Senior Salesforce Business Systems Analyst (Sales cloud/ CPQ) @ Red Hat

Job Description

About the Job
The Red Hat IT team is looking for a Senior Salesforce Business Systems Analyst to join our team. In this role, you will be a part of the Salesforce Support Team, working to proactively partner with internal customers to resolve issues and demonstrate value to them by triaging, troubleshooting, and resolving technical issues. As a Senior Salesforce Business Systems Analyst, you should be motivated, possess excellent communication skills, and have the technical expertise to work under dynamic circumstances. Your responsibilities will include front-line troubleshooting, explaining features, and providing best practice guidance for Salesforce users globally. It is essential to maintain composure, exhibit professionalism, and ensure the highest levels of client satisfaction
What you will do?

Serve as the primary point of contact for supported business systems, and perform functional and second-level technical support as needed

Responsible for delivering an exceptional customer experience by proactively managing issues throughout the ticket lifecycle, ensuring high customer satisfaction

Follow established ticket support processes and procedures

As part of ticket investigation, perform troubleshooting, log questions or suggestions in the ticketing system, and document testing performed, results, issue recreation, and the next planned steps.

Follow established procedures to identify, prioritize, and escalate priority issues to the appropriate resources

Proactively identify recurring issues or opportunities for improvement, and propose process enhancements or systematic solutions

Interpret and refine business requirements and user stories

Write and update knowledge base documentation ensuring that our Customers and IT Teams have the most up-to-date information

Participate in the evolution of team best practices, standards, and policies to enhance the quality and efficiency of customer support

Evaluate new Salesforce releases and applications and remain current with Salesforce administration best practices

What you will bring?

5+ years of experience implementing, configuring, and administering SFDC

2+ years of experience in Salesforce/CPQ support

Demonstrated outstanding customer service experience or prior technical support experience

Salesforce CPQ experience is highly desirable

Dependable, motivated, self-starter, with the ability to work independently

Proficiency in Salesforce tools such as Data Loader, Workbench, and other data management tools

Should have experience in using and interpreting debug logs

Excellent analytical and problem-solving skills with a keen attention to detail

Experience working in an Agile team

Excellent written and verbal communication skills

Bachelor's degree in information systems or similar, or equivalent business experience

Background in Experience Cloud (PRM) / Consulting Cloud(Certinia) is a plus

Participate in shift-based support coverage

Salesforce Administrator Certification is preferred

 

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Consulting
Role Category: Management Consulting
Role: Sr. Consultant
Employement Type: Full time

Contact Details:

Company: Red Hat
Location(s): Pune

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