Senior Manager, Business Analysis (Salesforce Service Cloud)

We are in search of a Senior Manager, Business Analysis specializing in Salesforce Service Cloud for a Case Management Project aimed at enhancing customer service operations.

The successful candidate will oversee the implementation and improvement of Salesforce Service Cloud features to augment case management capabilities and enhance customer issue tracking and resolution procedures.

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

Responsibilities

• Work collaboratively with various stakeholders to understand and specify project requirements
• Evaluate existing workflows and identify optimization opportunities using Service Cloud features
• Engineer solutions within Salesforce Service Cloud that cater to strategic business requirements
• Examine customer service data to spot trends and improvement opportunities
• Suggest configurations in Salesforce Service Cloud consistent with the solution architecture
• Oversee project timelines, deliverables, and dependencies effectively
• Produce comprehensive documentation, including requirements, process maps, and configuration details
• Facilitate discussions and workshops to ensure technical solutions are aligned with business goals
• Tackle issues to provide effective resolutions
• Oversee User Acceptance Testing (UAT) to confirm the solution fulfills business needs
• Develop and conduct training sessions for end-users on the new case management system
• Keep stakeholders continuously updated on project progress

Requirements

• Minimum of 10 years of practical hands-on experience in Salesforce Service Cloud and its case management features
• Minimum of 5 years of experience leading Salesforce Case Management projects as a Business Analyst
• Proficiency in business analysis with expertise in requirements gathering and gap analysis
• Strong familiarity with stakeholder management and engagement
• Strong capability to analyze data and deploy findings for strategic decisions
• Superior communication skills adept at clearly explaining complex technical details
• Understanding of project management methodologies and tools

Nice to have

• Qualification in Salesforce Service Cloud
• Capability to design and implement knowledge base integrations
• Background in establishing and configuring custom fields within Salesforce environments

We offer

• Connectivity Bonus (15,000 ARS are paid with a salary receipt at the end of each month as a non-wages concept).
• Medicina Prepaga (It covers the collaborator and direct family group).
• Paternity Leave (Two additional days are added to what is established by law, total of 4 days).
• Discounts card.
• English Training (English lessons, twice per week).
• Training Program (Access to multiple customized training plans according to the needs of each role within the company).
• Marriage bonus (The company doubles the allowance established by law that ANSES offers).
• Referral Program (Referral bonus is paid when the referral of a collaborator joins the Company).
• External Agreements and Discounts.
• Vacations: 14 calendar days a year

By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM´s Privacy Notice and Policy.