Business Analyst at Schaeffler, a dynamic global technology company. Collaborating with stakeholders, optimizing processes, and supporting Salesforce implementation.
About the role
- Salesforce Analyst responsible for managing Service Cloud functionalities and enhancing customer service operations. Involved in process mapping and ongoing improvements in a hybrid work environment.
Responsibilities
- Manage and evolve Salesforce Service Cloud, focusing on customer service, productivity, and governance;
- Map processes and business rules, translating requirements into platform solutions;
- Configure and maintain Cases, fields, page layouts, statuses, categories, and record types;
- Design and enhance the Service Console to improve agent productivity;
- Configure queues, routing, distribution, and prioritization of service requests;
- Configure Omni-Channel and support operational supervision using Omni Supervisor;
- Support the implementation and enhancement of native service channels such as email, chat, and portal/site;
- Configure and refine SLAs, Entitlements, and Milestones;
- Structure and maintain the Knowledge base;
- Set up productivity tools such as Macros, Quick Text, templates, and standard communications;
- Implement and maintain automations for triage, notifications, distribution, and process standardization;
- Support integrations for accessing and querying service data;
- Configure profiles, permissions, and access visibility;
- Build and maintain operational reports and dashboards;
- Provide user support, deliver functional training, and assist with platform adoption;
- Work with business and technology teams to prioritize the backlog and continuously evolve the solution.
Requirements
- Strong experience with the Salesforce platform, working as a functional analyst, administrator, or consultant on CRM projects;
- Experience with Salesforce Service Cloud;
- Practical knowledge of:
- Case Management
- Service Console
- Queues, Assignment and Routing
- Omni-Channel / Omni Supervisor
- Knowledge
- Entitlements and Milestones
- Quick Text, Macros, and service templates
- Native reports and dashboards
- Profiles, Roles, Permission Sets, and access visibility
- Flows and native Salesforce automations
- Experience in process mapping, requirements gathering, and translating business rules into the platform;
- Strong communication with business stakeholders and technical teams;
- Experience with support, continuous improvement, and user training;
- Organized, autonomous, and able to operate in a dynamic environment.
Benefits
- Meal and food allowances 🥗
- Health insurance 🩺
- Dental plan 🦷
- Caju benefits card 💳
- Birthday day off 🎉
- Extended maternity and paternity leave 🍼
- Profit sharing (PPR) 💰
- Life insurance 🧡
- Childcare assistance 👶
- Referral bonus 💰
- Transportation voucher 🚍
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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