Salesforce Service Cloud

Partner with business teams, engineering teams and vendors to analyze future areas for automation and develop implementation plans
Provide production support for the CS/CX business users
Drive business-user/customer-centric communications to effectively communicate with related teams and influence decisions with customers
Be responsible for supporting and configuration of a single application / module
Collaborate with various squad team members, understand business requirements (BRD), business risks, 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 analyzing and reporting out root cause analysis, proactively escalate trending issues
Track key application metrics, drive insights to measure results against goals
Provide inputs to the roadmap, suggest features for applications, 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 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, webservices 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 and integrations
Understanding of cross application dependencies and workflows
Hands-on experience integrating customer support platforms with other partner/vendor, customer experience and chatbot solutions such as Medallia, 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)