Offer summary

Qualifications:

Strong background in Salesforce Service Cloud as an Administrator and Functional Analyst., Fluent English communication skills for effective stakeholder interaction., Proven experience in operational production support and troubleshooting., Familiarity with SCM coding and understanding of programming languages like APEX..

Key responsabilities:

Organize and manage the Salesforce Admin incident queue, triaging issues for appropriate teams.

Collaborate with stakeholders to gather and document business requirements, translating them into functional requirements.

Conduct user acceptance testing (UAT) to ensure solutions meet business needs.

Provide end-user support, addressing queries and resolving issues as necessary.

Job description

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.

With over 6,500 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

When applying for one of our positions, you’re agreeing to the use of AI in the early phases of the selection process, where your profile will be evaluated by our virtual assistant. For more information, access our opportunities’ page.

We are seeking a dynamic and skilled Salesforce Functional Analyst/Business Systems Analyst (BSA) to join our team. This role is essential for enhancing our Salesforce Service Cloud capabilities, particularly in the areas of omnichannel support and AI-driven solutions like Agentforce. The ideal candidate will bridge the gap between business needs and technical solutions, ensuring our Salesforce implementations deliver exceptional customer experiences.

Key Responsibilities:

- Incident Management: Organize the Salesforce Admin incident queue, triaging and routing issues to the appropriate teams while providing visibility to stakeholders.

- Operational Support: Assist in coordinating production operational support by understanding, addressing, and solving issues related to Salesforce Service Cloud, such as permissions, adding new case classifications.

- Requirements Gathering: Collaborate with stakeholders to gather and document business requirements, translating them into functional requirements, epics, and user stories.

- User Acceptance Testing: Conduct user acceptance testing (UAT) to validate that solutions meet business requirements and user expectations.

- End User Support: Provide end-user support, respond to queries, resolve issues, and escalate when necessary.

- Documentation: Develop clear business requirement documents and facilitate workshops to ensure effective communication of requirements among team members.

- Continuous Improvement: Stay updated on Salesforce best practices and recommend innovative solutions for continuous improvement.

Requirements:

- Experience: Strong background in SalesForce Service Cloud, such as Administrator and Functional Analyst

- Communication Skills: Fluent English communication skills with the ability to interact effectively with stakeholders and end-users.

- Operational Support: Proven experience in operational production support and troubleshooting issues from a business standpoint.

- Analytical Skills: Ability to analyze customer feedback and business processes to identify opportunities for enhancing Salesforce functionalities.

- Technical Understanding: Familiarity with SCM coding and the ability to read and understand programming languages such as APEX.

- Has worked on Agile teams knowing the rituals and its importance.

Preferred Qualifications:

- Salesforce Certification: Salesforce Certified Administrator or relevant certification is a plus.

- User Story Techniques: Experience with the INVEST technique and other common user story techniques such as the Three Cs Model, User Story Template, and Scenario Writing.

- Testing Skills: Any past experience writing test cases is a plus

- Any past experience as Business Analyst/Functional Analyst in the IT world;

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#MidSenior

Our benefits include:

- Premium Healthcare

- Meal voucher

- Maternity and Parental leaves

- Mobile services subsidy

- Sick pay-Life insurance

- CI&T University

- Colombian Holidays

- Paid Vacations

And many others.

Collaboration is our superpower, diversity unites us, and excellence is our standard.

We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions.

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