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Sr. Business Systems Analyst - Salesforce Service Cloud (Remote Available)

Tacoma, WA
Hansell Tierney is one of the premier staffing and recruiting companies in the Pacific Northwest.  Launched in 2001, we are a woman-owned business that serves and staffs Northwest organizations by doing things the right way, not just the easiest way.  Hansell Tierney partners with candidates and clients to match the best candidates with interesting local opportunities.  We navigate every relationship with the highest level of discretion and service while holding ourselves accountable to our promises.  Our business thrives on our deep understanding of the job market and our ability to skillfully tailor our recruitment process to meet our clients’ unique needs.
 
We are currently helping our client with their search for a Sr. Business Systems Analyst to work in a techno-functional position responsible for the day-to-day configuration, support, maintenance and improvement of Salesforce Service Cloud within the organization.
 
Duration: Full-time
Location:  Tacoma, WA or Santa Clara, CA (Remote Option Available)
US citizens and those authorized to work in the US are encouraged to apply.
Work sponsorship is not available at this time.
 
JOB SUMMARY:
This role includes analysis, technical project management, and administration. The BSA will be responsible for identifying and implementing process improvements to Increase customer satisfaction, improve agent productivity, and deliver amazing customer service on every channel. The ideal candidate will have a background in identifying application requirements, functional design, configuration and testing.  Previous hands-on experience in Service Cloud will be a key to success in this role.

The Applications and Business teams have recently completed a multiyear, multi-million-dollar initiative transitioning to a full SaaS system landscape along with re-engineering all back and front office business processes. The next phase of the project will implement new business and systems functionality while continuing to improve business processes driving towards our client's goal of improved customer satisfaction by delivering a full SaaS and Subscription product offering.
Responsibilities: 
  • Act as a first line of defense between Support team and dev engineers. and be single point of contact for the business regarding all Service Cloud related processes
  • Responsible for Root cause analysis and reproduces complex customer issues
  • Understanding user requirements and provide fit-gap analysis and solution recommendations in alignment with Architecture guidelines
  • Working closely with product owner in defining detailed use cases and customer scenarios
  • Working closely with the QA team in reviewing test plan and ensure the completeness of test coverage scenarios
  • Interface directly with cross-functional business partners to identify and understand business problems, streamline processes, design and deliver Service Cloud solutions
  • Gather, analyze and refine requirements for the creation of functional and technical design and configuration specifications
  • Participate in IT strategy, resulting in a long-term road-map that supports our client's vision and goals
  • Lead  and guide the transformation of service cloud from RNOW to Salesforce system
  • Work with the development team as required to develop new functionality to support changes/enhancements in Service Cloud
  • Evaluate Apps and provide recommendations to enhance the Service Cloud experience
  • Create and maintain detailed documentation including technical designs, project plans, workflows and training documents
  • Participate with other IT teams in Service Cloud data migration and integration processes
  • Keep Service Cloud users informed about system functionality and enhancements
  • Liaise with the appropriate support teams for day to day P1-3 support and enhancements
  • Responsible for testing and guiding business users with UAT
 
Requirements:
  • 6 to 8 years in a Senior Business System Analyst role, with demonstrated hands-on experience developing business relationships and creating requirement definitions, user stories, functional specifications, test cases, and root cause analyses
  • 5+ years hands-on experience in developing and deploying SFDC Service Cloud solutions
  • Experience in designing and implementing new Salesforce objects, workflow rules, custom layouts, and other standard Salesforce customization
  • Experience in a client-facing role with developing and delivering Salesforce solutions
  • Previously demonstrated experience as Salesforce configurator, utilizing “clicks not code” Salesforce methodology
  • Proficient in MS Word, Excel, Visio, Data Modeling and PowerPoint
  • Deep understanding of the Issue to Resolution process including entitlements, milestones, case management, Knowledge base, customer communities etc
  • Strong analytical skills with ability to translate business requirements into functional and technical specifications 
  • Experience defining business requirements, writing user stories, and providing detailed Salesforce system and functional designs
  • Experience working in both Waterfall and Agile methodologies
  • Meticulous attention to detail, excellent interpersonal skills, and a strong sense of ownership
  • Must be able to communicate well both verbally and in writing (including documentation)
  • Must have excellent project management skills and be able to juggle multiple tasks and assignments while independently setting own priorities to meet deadlines
  • Ability to work under pressure toward tight deadlines; willingness to learn, a can-do attitude, and motivated to succeed and grow
The ideal candidate will possess…
  • Experience and a deep understanding of the Issue to Resolution (I2R) process
  • Experience with Service Cloud, Knowledge, Live Agent, Customer Community, Chatter and understanding web services API
  • Previous experience in the new Lightning UI
  • Certified Salesforce Administrator(201)
  • Certified salesforce Service Cloud consultant
Education:
  • Bachelor’s Degree from an accredited college or university in Business, Management Information Systems, Computer Information Systems or equivalent IT experience
Perks:
  • Work with a world-class Operations team in a rapidly growing company
  • Career path with opportunities to grow
  • Discretionary Paid Time Off policy to promote a healthy work/life balance
  • Newly remodeled office with state of the art amenities located in the heart of Tacoma, close to transportation and city life
  • Cross functional break room stocked with snacks and drinks
  • Assigned, dedicated personal workspace
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