Job Description
Role : Systems Analyst : Salesforce Service Cloud
Company : Pearson
Location : North Carolina, Durham - Hybrid
Job Overview :
The Salesforce Analyst is responsible for optimizing the use of Salesforce within the organization. This includes gathering and analyzing business requirements, configuring Salesforce to meet those needs, and providing ongoing support. The role also involves creating reports, managing data, and working closely with stakeholders to ensure the Salesforce platform supports the company's overall goals.
Key Responsibilities :
- Business Analysis & Requirement Gathering :
Work closely with business stakeholders, including sales, marketing, and customer service teams, to gather requirements and understand their needs.
Translate business requirements into functional Salesforce specifications, ensuring solutions align with organizational objectives.Document user stories, workflows, and process maps to inform Salesforce configurations and enhancements.Salesforce Configuration :Configure and customize Salesforce to meet business needs, including creating custom objects, workflows, validation rules, and automation processes.
Work with Salesforce developers when necessary to implement advanced solutions, ensuring proper integration with other systems.Manage Salesforce user roles, permissions, profiles, and sharing settings to ensure appropriate access and data security.Data Management & Reporting :Oversee data integrity in Salesforce by implementing data quality best practices, including data deduplication, cleansing, and validation.
Create and maintain Salesforce reports and dashboards to provide actionable insights and support decision-making for various departments.Training & Support :Provide training and support to Salesforce users across the organization, helping them understand and make the best use of Salesforce features.
Troubleshoot issues and provide prompt support for Salesforce-related problems, escalating complex issues when needed.Develop user guides, documentation, and training materials to improve user proficiency and engagement with Salesforce.Process Optimization :Identify opportunities to optimize business processes through automation, integration, and customization of Salesforce.
Work with stakeholders to continuously improve and streamline workflows, ensuring the platform supports operational efficiency.Conduct regular system audits to ensure optimal performance and compliance with company standards and industry regulations.Collaboration & Communication :Collaborate with Salesforce administrators, developers, and other IT team members to ensure smooth implementation of system changes and enhancements.
Serve as a liaison between technical teams and non-technical business users, ensuring clear communication of requirements and solutions.Stay up to date on Salesforce platform updates and new features, evaluating their potential benefits to the organization.Key Skills & Qualifications :
Education : Bachelor's degree in Business, Information Technology, Computer Science, or related field. Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Business Analyst) are preferred.Experience :4 years of experience working as a Salesforce Analyst, Salesforce Administrator, or a related role.
Hands-on experience with Salesforce configuration and customization, including workflows, validation rules, and automation.Experience in business analysis, translating business needs into system requirements.Salesforce Expertise :Strong understanding of Salesforce CRM, including Sales Cloud, Service Cloud, and other relevant modules.
Knowledge of Salesforce reporting, dashboards, and data management toolsFamiliarity with Salesforce AppExchange and integrations with third-party applications.Analytical Skills :Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
Strong attention to detail and commitment to data accuracy and integrity.Ability to analyze large datasets and generate meaningful insights.Communication & Collaboration :Strong interpersonal and communication skills, with the ability to engage with both technical and non-technical stakeholders.
Ability to work effectively in a team environment and collaborate across departments.Experience in delivering training and support to end users.Additional Competencies :
Strong time management skills and ability to handle multiple tasks and projects simultaneously.Adaptable and open to learning new technologies and methodologies.Experience with Agile methodologies and project management tools is a plus.
