We are seeking a skilled and experienced Senior Salesforce Business Analyst to join our dynamic team, leveraging your expertise to drive impactful CRM solutions on the Salesforce platform.
The ideal candidate will possess strong analytical abilities, exceptional communication skills, and a proven track record in Service Cloud implementations, including support process excellence and agile methodologies.
Responsibilities
- Define scope and project size, providing insight and direction to CRM consultants
- Drive projects using Agile methodologies, ensuring efficient delivery and collaboration
- Facilitate requirements workshops, gather and analyze requirements, and obtain stakeholder sign-off
- Map AS-IS and TO-BE processes to establish clear workflows and actionable improvements
- Create epics and user stories for Salesforce Engineers, offering Salesforce design suggestions
- Support stakeholders and business units through UAT, triage bugs, and prioritize resolutions
- Perform root cause analysis alongside Salesforce engineers to address system issues
- Provide Train-the-Trainer functional documentation and training sessions for seamless adoption
- Oversee projects during post-go-live and hyper-care activities to ensure success
Requirements
- 5+ years working on the Salesforce.com platform with hands-on experience in Service Cloud projects
- Expertise in B2B CRM processes including sales, service support/care, and process mapping
- Background in implementing support processes such as email2case, live chat, omnichannel, chatBOT, and case escalation
- Proficiency in Salesforce Administrator and Service Cloud certifications
- Experience in agile methodologies such as Scrum and familiarity with tools like Jira
- Competency in process design tools like Signavio
- Understanding of Google Suite tools (Docs, Sheets, Slides) for collaboration and documentation
- Showcase of strong functional knowledge of Salesforce CRM Platform capabilities
Nice to have
- Familiarity with AI-based Service Cloud features, including Einstein AI tools
- Consulting experience in the retail industry to strengthen strategic insights
- Salesforce Business Analyst certification for enhanced analytical skills
- Flexibility to use Einstein service features effectively within service-based projects
We offer
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We gather like-minded people:
- Engineering community of industry professionals
- Friendly team and enjoyable working environment
- Flexible schedule and opportunity to work remotely within Poland
- Chance to work abroad for up to 60 days annually
- Business-driven relocation opportunities
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We provide growth opportunities:
- Outstanding career roadmap
- Leadership development, career advising, soft skills, and well-being programs
- Certification (GCP, Azure, AWS)
- Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
- English classes
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We cover it all:
- Stable income (Employment Contract or B2B)
- Participation in the Employee Stock Purchase Plan
- Benefits package (health insurance, multisport, shopping vouchers)
- Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
- Referral bonuses
- Corporate, social and well-being events
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Please, note:
- The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.
- We will reach out to selected candidates exclusively.
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
