Position: Salesforce Service Cloud Business Analyst
Location: Paris/ 50/50 working from home and in office
Experience:
- SBA Customer Service , Senior , advisory position, to work in the CoE.
- A senior profile who can advise us and challenge our clients needs
Tasks:
- Analyze business needs
- Participate in workshops
- Produce workshop supports
- Write the CRs
- Propose Salesforce technical solutions in coordination with the tech lead
- Configure solutions (advanced configuration, no development)
- Write the test books
- End-to-end testing
- Propose / Make models and macro estimates in line with the Tech Leads
- Challenge the business need and offer alternatives
- Understand the business and communicate with the business
- Support business and brands on new features
- Application scopes, the chosen profile must know the Cloud Service solution.
- Knowledge base
- Customer survey / feedback
- Case
- SLA / basket / tail
- CTI
- Omnichannel
- Claim
- Voice
- IA, macros, tasks, accounts, omnichannel, sf scheduler, workforce engagement
End client: Luxury
