Job Area: Operations Group, Operations Group > Project Analyst General Summary: Job Overview:Qualcomm Customer Engineering team is seeking a highly organized, self-motivated problem solver with exceptional communication skills and expertise as a Salesforce Service Cloud Specialist. The ideal candidate will have Salesforce administrative experience with a strong knowledge of standard (out-of-the-box) Salesforce administrative functions and features, including but not limited to reports/dashboards, case assignments, validations, and profiles/permissions sets. This individual will work closely with Operations, Administrators, Customer Engineering, and IT Development teams to support, organize, prioritize, manage and deliver a large variety of support requests and issues by leveraging established processes, solutions, or features and escalating/driving improvements when necessary. This role requires the ability to extract business needs , identify and promote existing solutions/workarounds , connect stakeholders , discover answers or data, assess impact, collect requirements , write and define user stories, perform user acceptance testing, write/update user trainings, and promote user adoption of new solutions . Salesforce Admin, Business Analys, and/or Advanced Admin certification is preferred. Responsibilities include: Utilize broad knowledge of Salesforce Service Cloud to support internal and external customers as well as the company's programs though standard and available custom features . Collaborate with Data and Business Analysts, System Administrators, Development teams, and Customer Engineers to collect, interpret, analyze, and document use, functional, and technical requirements for new projects and enhancements. Must triage and share solutions/workarounds/status updates for known system issues , compile and prioritize new issues, and test/QA delivered solutions. Ensures effective processing of internal stakeholder support tickets submitted through JIRA by internal users for support on case team management, customer role/profile changes, attachment visibility, tools licensing, general tech support and use of the system(s), system downtime and case assignment corrections/redirections. Backup of administrative business operations around case support entitlement for contractually licensed customers, case assignment rule and queue, reports and dashboards, and other administratively controlled operational functions. Enabling users and supporting business needs through profile changes, reports type creation , validation analysis, sharing rules evaluation, and record/values configurations . Experience with Data Load, Import Wizard, and/or Workbench for database management tasks, including defining, preparing, and executing data corrections and alignment tasks . Create and execute user guides and process documentation for end users. Work with internal stakeholders (CE team, Finance, Engineering, Sales, etc.) to gather requirements, support, and develop functional work statements as needed . Excellent organizational, prioritization, and time management skills. Demonstrate a strong work ethic and ready to execute best practices for supporting the business. Customer support experience maintaining, triaging, and troubleshooting existing programmatic integrations with internal and external systems. Required if we take up Case API, otherwise not necessary Strong communication abilities and soft skills like organization are essential- Must be capable of addressing a diverse range of audiences. Minimum Qualifications: 2+ years relevant work experience on Salesforce Lightning administration Bachelor in one of the following or equivalent experience:Business Administration, Business Operations, Data Analysis, Communication or Information Systems, or related field Expert level knowledge in MS Excel (current versions) and MS PowerPoint Preferred Qualifications: Master's in Business Administration, Business Operations, Computer Science, Information Systems, or related field Salesforce Certified Administrator, Advanced Administrator, or Business Analyst Experience using, interacting and supporting established API or programmatic integrations Minimum Qualifications: Associate's degree in Business Administration, Management, Computer Science, Engineering, Computer Science, or related field. OR High School Diploma or equivalent and 2+ years of relevant work experience. Applicants :Qualcomm is an equal opportunity employer. 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If you would like more information about this role, please contact Qualcomm Careers.
