Title :SFDC Service Business Analyst(PV W2)

Onsite/Hybrid/Remote: Hybrid in Sunnyvale, CA

Only Locals/Nonlocals can be submitted: Yes

Mode of interview: Zoom Video & In Person

No of rounds of interview: 3

Top Skills:

• Primary Function of Position

This position primary role is to work closely with the larger Customer Service / Field Service Organization Center of Excellence and with the internal IT Salesforce Architect to development and deploy new SFDC service-based solutions.

Must-Have Experience

5–8 years supporting Field Service & Customer Support business functions

5–8 years hands-on Salesforce experience with:

Field Service Management (FSM)

Case Management

Call Center / Service operations

2–3 years hands-on ServiceMax Asset360 (key requirement)

Strong experience working in a Salesforce Center of Excellence (CoE)

Salesforce Technical Skills (Hands-On)

User management, roles, profiles, permission sets

Custom objects, fields, page layouts

Validation rules, workflow rules, email templates

Process Builder, Flows

Lightning Pages

Custom Metadata Types & Custom Settings

Managed Packages & AppExchange apps

Strong documentation and configuration discipline

Integration & Platform Knowledge

Salesforce ? SAP integration experience (direct or via middleware)

Strong understanding of enterprise IT applications & architecture

Essential Job Duties

• Implement new and enhance existing functionality including articulating requirements and translating them to effective solutions on Salesforce.com and related applications which support the following stakeholders: Field Service, Service Contracts, Technical Support and Customer Support.

• Engage with the existing SFDC Center of Excellence to represent projects and enhancements affects the Service Organization.

• Work with existing SFDC Architects to implement SFDC Service functionality.

• Interface on a day-to-day basis with other analysts, business users, super users and IT team members to support business operations and drive change management

• Perform configuration /system changes to meet business requirements as needed.

• Ensure proper level of testing and documentation is completed for all work.

• Lead cross-functional meetings as part of requirements gathering, driving projects or providing status updates on various projects

• Review and contribute to design document, configuration documents and functional specifications.

• Conduct unit and Integration testing and regression testing.

• Support ISI’s production processes and all associated business systems functions.

• Work with ISI IT and business teams to optimize and streamline business processes and technical solutions.

• Drive change management process and ensure schedule adherence by collaborating with business, solution architects, cross functional consultants and developers

• Collaborate and provide inputs to the development team during development phase to meet the business needs.

• Conduct QA validations and lead User Acceptance Testing (UAT) tests.

• Support, assist and train the users on new modified system configurations highlighting the impact on business processes.

• Work closely with onsite team, offshore team, managers, and executives to ensure the release of high-quality solutions.

• Act as Senior BA and guide & mentor the team members in providing best solutions and do peer review and advice on areas of improvement.