Salesforce Service Cloud Analyst

Tytuł pracy:

Salesforce Service Cloud Analyst

Firma

Novonesis

Opis stanowiska

Are you ready for a new beginning?We need your talent, knowledge and dedication to better our world with biology.Our purpose points the wayIn Novonesis, we know that solutions rooted in biology can help solve humanity’s biggest challenges. Since we began more than a century ago, this has been our guide. It’s how we’ve gotten so far. And it’s how we’ll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless.We’re here to better our world with biology.Join us as Salesforce Service Cloud Business AnalystWelcome to the Global O2C teamThe Global Order to Cash (O2C) team is situated within the Supply Chain Development organization, with focus on enhancing the overall customer experience and meeting customer expectations through optimization of processes and the implementation of additional digital solutions. O2C is tasked to coordinate cross regions on a global scale to optimize and standardize the order to cash processes, enhance customer satisfaction, and drive business success.We are a team of approx.10 highly skilled and dedicated professionals, in different locations globally, Denmark, Poland, and India, working closely with key stakeholders cross all regions globally.The team is diverse including roles such as talented individuals responsible for Implementation of EDI Integrations with customers and freight forwarders, Product Owners within e-commerce platform, order fulfilment, Salesforce Service Cloud, AI automation and customer master data lead.This role involves:

• Requirements Gathering and Documentation
• Collaborate with business stakeholders (CSR, superusers) to understand their needs and translate them into clear and actionable Jira tickets for developers
• Prioritize and manage the backlog of feature requests, enhancements, and bug fixes for Salesforce Service Cloud. • Define and document functional and non-functional requirements, user stories, and acceptance criteria.

Key responsibilities:

• Work closely with developers to ensure technical solutions align with business requirements.
• Act as the primary point of contact between business stakeholders and the technical team, providing clarification and guidance on requirements throughout the development lifecycle
• Participate in sprint planning, daily stand-ups, and retrospectives as part of agile delivery.
• System Support and Superuser Community Management
• Serve as the second line of support for end users of the Salesforce case management system, troubleshooting issues and escalating complex cases to the development team as needed.
• Manage and engage the superuser community, facilitating discussions, gathering feedback, and sharing updates on system changes or best practices.
• Act as a champion for Salesforce Service Cloud improvements by driving user adoption and continuous improvement initiatives.
• Testing and Quality Assurance • Coordinate and conduct User Acceptance Testing (UAT) to validate new features, changes, and bug fixes in Salesforce Service Cloud.
• Develop test cases, scenarios, and scripts to ensure system functionality meets business needs
• Identify and document defects, ensuring timely resolution in collaboration with the development team.
• User Training and Documentation
• Create and deliver training materials and sessions for new users, focusing on system navigation, case management processes, and best practices
• Maintain up-to-date user guides, FAQs, and knowledge base articles for Salesforce Service Cloud
• Provide ongoing support and g

Qualifications and Skills to succeed in the role:

• 3+ years of experience as a Business Analyst, preferably working with Salesforce Service Cloud or other CRM platforms.
• Strong understanding of Salesforce Service Cloud functionality, including case management, workflows, and automation tools.
• Experience writing and managing Jira tickets and using agile methodologies (e.g., Scrum or Kanban).
• Hands-on experience with User Acceptance Testing (UAT), including creating test plans and scripts.
• Familiarity with configuring and troubleshooting Salesforce features (e.g., reports, dashboards, flows).
• Knowledge of Salesforce Administrator functions is a plus (e.g., Salesforce Admin certification).
• Proven ability to gather, analyze, and document business requirements and translate them into technical specifications.
• Excellent problem-solving and troubleshooting skills.
• Strong verbal and written communication skills, with the ability to interact effectively with both technical teams and business stakeholders.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Collaborative team player with a proactive approach to solving problems

Location: LyngbyApplication deadline:25th JuneContact information: Head of Order to Cash Sophie Zheng de Lichtenberg –Could our purpose be yours? Then apply today!At Novonesis we commit to an inclusive recruitment process and equality of opportunity for all our job applicants. We recommend you not to attach a cover letter to your application. Instead, please include a few sentences in your resume/CV about why you are applying. To ensure a fair recruitment process, please refrain from adding a photo in your resume/CV.Novonesis is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability, or veteran status.Want to learn more?
Learn more about Novonesis, our purpose, and your career opportunities atNot the right fit for you?
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Oczekiwane wynagrodzenie

Lokalizacja

Kongens Lyngby, Hovedstaden

Data pracy

Fri, 06 Jun 2025 03:06:37 GMT

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