Business Process Analyst - Systems and Tools

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Finance Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action.

Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Salesforce Services Operations Systems & Tools Team seeks an experienced Analyst to support the systematic functionality of our Services organization tools. This role collaborates closely with Services personnel, Salesforce operational teams, Digital Technology, and various cross-functional partners across the company. The ideal candidate thrives in a fast-paced support environment, is passionate about resolving complex technical issues, acts as the technical and process expert for their business partner group, and drives positive business outcomes.

They are adept at supporting both out-of-the-box and custom-built tools and confident in managing large-scale, technical, and complex projects. This is a highly collaborative and strategic role, ideal for candidates with a strong systems mindset, a passion for driving operational efficiency, and a track record of delivering results through cross-functional partnerships. Responsibilities Act as the primary resource for issues and production events, assists with the incident response process from initial triage to resolution, and provides stakeholder communication and platform escalations.

Serves as the primary escalation point for complex technical issues for Tier 1 / 2 support, end-users, and business stakeholders. Coordinates the deployment and scaling of Tier 1 support solutions. Collaborates extensively with Digital Technology partners and business stakeholders.

Maintains and supports a suite of Salesforce and Certinia PS Cloud (PSA) applications for Professional Services. Handles numerous projects/priorities using sound support practices to ensure quality delivery of enterprise solutions. Analyzes current systems and workflows to identify gaps and proposes enhancements that align with business objectives.

Contributes to the configuration and development of custom applications and tools to improve team productivity. Provides general administrative and operational support to our partner teams as required. Optimizes Slack workflows and knowledge sharing to ensure rapid issue resolution and seamless escalation, significantly reducing customer wait times.

Required Experience / Expertise Technical Proficiency: Minimum of three years of hands-on experience with the Salesforce platform. Salesforce Admin and Advanced Admin Certifications are extremely beneficial; Salesforce AI and development experience are a plus. Communication & Analysis: Excellent written and verbal communication skills, along with strong organizational, analytical, and problem-solving abilities.

Project Management: Proven capability to manage multiple priorities and deadlines effectively while maintaining composure under pressure. Mindset: A highly motivated, adaptable, and innovative mindset with a demonstrated track record of delivering measurable results. Soft Skills: Exceptional time management, attention to detail, dependability, and a commitment to quality.

Must be eager to learn new concepts, business models, and emerging technologies. Domain Knowledge: A fundamental understanding of cloud computing principles and the Salesforce product suite is expected. Experience with Certinia PS Cloud and Slack is strongly preferred.

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process.

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