Red hat Senior Salesforce Business Systems Analyst 

India, Maharashtra, Pune 

596445635

What will you do

• Serve as the primary point of contact for supported business systems, and perform functional and second-level technical support as needed

• Responsible for delivering an exceptional customer experience by proactively managing issues throughout the ticket lifecycle, ensuring high customer satisfaction

• Follow established ticket support processes and procedures

• As part of ticket investigation, perform troubleshooting, log questions or suggestions in the ticketing system, and document testing performed, results, issue recreation, and the next planned steps.

• Follow established procedures to identify, prioritize, and escalate priority issues to the appropriate resources

• Proactively identify recurring issues or opportunities for improvement, and propose process enhancements or systematic solutions

• Interpret and refine business requirements and user stories

• Write and update knowledge base documentation ensuring that our Customers and IT Teams have the most up-to-date information

• Participate in the evolution of team best practices, standards, and policies to enhance the quality and efficiency of customer support

• Evaluate new Salesforce releases and applications and remain current with Salesforce administration best practices

What will you bring

• 5+ years of experience implementing, configuring, and administering SFDC

• 4+ years of experience in Salesforce/CPQ support

• Demonstrated outstanding customer service experience or prior technical support experience

• Salesforce CPQ experience is highly desirable

• Dependable, motivated, self-starter, with the ability to work independently

• Proficiency in Salesforce tools such as Data Loader, Workbench, and other data management tools

• Should have experience in using and interpreting debug logs

• Excellent analytical and problem-solving skills with a keen attention to detail

• Experience working in an Agile team

• Excellent written and verbal communication skills

• Bachelor's degree in information systems or similar, or equivalent business experience

• Salesforce Administrator Certification is preferred