SFDC Service Business Analyst

Top Skills:
Detailed Job description:
Primary Function of Position
This position primary role is to work closely with the larger Customer Service / Field Service Organization Center of Excellence and with the internal IT Salesforce Architect to development and deploy new SFDC service-based solutions.
Essential Job Duties

Implement new and enhance existing functionality including articulating requirements and translating them to effective solutions on Salesforce.com and related applications which support the following stakeholders: Field Service, Service Contracts, Technical Support and Customer Support.
Engage with the existing SFDC Center of Excellence to represent projects and enhancements affects the Service Organization.
Work with existing SFDC Architects to implement SFDC Service functionality.
Interface on a day-to-day basis with other analysts, business users, super users and IT team members to support business operations and drive change management
Perform configuration /system changes to meet business requirements as needed.
Ensure proper level of testing and documentation is completed for all work.
Lead cross-functional meetings as part of requirements gathering, driving projects or providing status updates on various projects
Review and contribute to design document, configuration documents and functional specifications.
Conduct unit and Integration testing and regression testing.
Support ISI's production processes and all associated business systems functions.
Work with ISI IT and business teams to optimize and streamline business processes and technical solutions.
Drive change management process and ensure schedule adherence by collaborating with business, solution architects, cross functional consultants and developers
Collaborate and provide inputs to the development team during development phase to meet the business needs.
Conduct QA validations and lead User Acceptance Testing (UAT) tests.
Support, assist and train the users on new modified system configurations highlighting the impact on business processes.
Work closely with onsite team, offshore team, managers, and executives to ensure the release of high-quality solutions.
Act as Senior BA and guide & mentor the team members in providing best solutions and do peer review and advice on areas of improvement.

Required Skills and Experience

5-8 years of experience in supporting Field Service and Customer Support Business Functions.
5-8 years of direct hands-on experience with Salesforce.com Field Service Management, Case Management and/or Call Center.
2-3 years of direct hands-on experience with ServiceMax Asset360.
Possess a strong business and customer/client focus.
Experience and knowledge of Salesforce.com and SAP integration.
Hands-on experience with configuration of new and existing Salesforce.com features including user management, roles/profiles, Permission Sets, custom objects, new page layouts, custom fields, formula fields, validations, workflow rules, email templates, Process Builder, Flows, Lightning Pages, Custom Metadata Types, Custom Settings, Managed Packages, etc.
Experience working with business end users, gathering requirements, and building detailed functional design specifications.
AppExchange packages experience is preferred.
Salesforce Certifications of Admin, AppBuilder preferred.
Supporting users in a medical device company is desirable
Possess a strong business and customer/client focus
Experience with deep understanding of IT Applications and Technology
Strong problem solving and analytical capabilities
Excellent written and verbal communication skills
Very strong collaboration, negotiation, and influence capability required