Salesforce Service Cloud

Collaborate with various squad team members, understand business requirements (BRD), and business risks, and deliver clear PRD documentation
Drive business-user / customer-centric communications to effectively communicate with related teams and influence decisions with customers and senior leadership
Work with vendor support for escalations
Demonstrate leadership by analyzing and reporting out root cause analysis, proactively escalating trending issues
Track key application metrics, and drive insights to measure results against goals
Provide inputs to the roadmap, suggest features for applications, and work with vendors and engineering to implement
Analyze application issues, addressing configuration, implementation, and function or process failures
Prioritize independently using predefined criteria, deliver a set of tasks or a small/medium project
Partner with the data team to determine how topic trends can be used for wider organizational insights
Proactively reach out for help when blocked on assigned tasks
Write complex queries and perform data analysis using appropriate application tools
Understand functional area data models
Your Expertise:
Bachelor's in Information Technology, Business, or a related field preferred
6-8 years of Salesforce Service Cloud experience
5+ years of Advanced Salesforce Administrator experience
Proficient experience using Salesforce application integrations with Salesforce API, web services, and 3rd party tool APIs
End-to-end understanding of data/access updates, batch jobs, and debugging 
Working knowledge of customer service, customer support, and customer experience processes
Deep technical understanding of applications and business processes, product architecture,e, and integrations
Understanding of cross-application dependencies and workflows
Hands-on experience integrating customer support platforms with other partners/vendors, customer experience, and chatbot solutions such as Medallia,and ADA, using APIs and asynchronous integration methods
Experience in exchanging data with applications using XML, XLS/CSV/TXT. flat files and delimited files
Professional fluency in English, both written and verbal (required)