Analyst, Business Process

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn t a buzzword it s a way of life. The world of work as we know it is changing and were looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforces core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic eraYou re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Summary

The Salesforce Services Operations Systems & Tools Team is seeking an experienced Analyst to support the systematic functionality of our Services organization tools. This role will collaborate closely with Services personnel, Salesforce operational teams, Digital Technology, and various cross-functional partners across the company.

The ideal candidate will have hands-on experience administering, configuring, and customizing Salesforce. They should be adept at supporting both out-of-the-box and custom-built tools and confident in managing large-scale, technical, and complex projects.

This is a highly collaborative and strategic role, ideal for candidates with a strong systems mindset, a passion for driving operational efficiency, and a track record of delivering results through cross-functional partnerships.

Responsibilities

• Maintain and support a suite of Salesforce applications and tools focused on project and resource management. Analyze current systems and workflows to identify gaps and propose enhancements that align with business objectives.

• Support User Acceptance Testing (UAT) by planning, executing, tracking issues, and validating business requirements. Develop comprehensive test artifacts, including Test Plans, Execution Status Reports, and Defect Reports.Collaborate closely with internal stakeholders to gather business requirements, coordinate testing efforts, and communicate results effectively. Translate business needs into detailed test cases and scripts, ensuring quality assurance throughout all testing phases functional, system, integration, and UAT.

• Analyze and interpret complex data sets both within and outside Salesforce to inform decision-making. Assist in evaluating new tools and technologies, offering well-informed recommendations to management.

• Contribute to the configuration and development of custom applications and tools to improve team productivity. Provide general administrative and operational support to our partner teams as required.

Required Experience / Expertise

• Minimum of three years of hands-on experience with the Salesforce platform, demonstrating strong technical proficiencies. Salesforce Admin and Advanced Admin Certifications would be extremely beneficial. Salesforce AI and development experience would be a plus.

• The candidate should possess excellent communication skills both written and verbal along with strong organizational, analytical, and problem-solving abilities. Proven capability to manage multiple priorities and deadlines effectively while maintaining composure under pressure is essential, as is the ability to work independently and collaboratively within cross-functional teams.

• A highly motivated, adaptable, and innovative mindset is required, with a demonstrated track record of delivering measurable results. Exceptional time management, attention to detail, and a commitment to quality are critical, alongside eagerness to quickly learn new concepts, business models, and emerging technologies relevant to IT and business environments. The ideal candidate thrives in fast-paced, rapidly evolving settings, exhibiting a collaborative, customer-focused approach and self-driven initiative in identifying opportunities and implementing solutions.

• A fundamental understanding of cloud computing principles and the Salesforce product suite is expected, with prior Salesforce product experience strongly preferred. Familiarity with CRM systems and data management practices is advantageous. Flexibility, a positive attitude, and the ability to swiftly adapt in dynamic organizational environments round out the qualifications.

Unleash Your Potential

When you join Salesforce, you ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future but to redefine what s possible for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactlyIt means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.