SFDC Service Business Analyst ISIJP00011555
Client: Intuitive Surgical
Duration: 1 year
Contract/possibility for conversions: No
Max W2 hrly rate: $88/hr
Referral fee: $5/hr worked by your hired candidate
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
Salesforce Technical Skills (Hands-On)
Integration & Platform Knowledge
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.
Required Skills and Experience
• 5-8 years of experience in supporting Field Service and Customer Support Business Functions.
• 5-8 years of direct hands-on experience with Salesforce.com Field Service Management, Case Management and/or Call Center.
• 2-3 years of direct hands-on experience with ServiceMax Asset360.
• Possess a strong business and customer/client focus.
• Experience and knowledge of Salesforce.com and SAP integration.
• Hands-on experience with configuration of new and existing Salesforce.com features including user management, roles/profiles, Permission Sets, custom objects, new page layouts, custom fields, formula fields, validations, workflow rules, email templates, Process Builder, Flows, Lightning Pages, Custom Metadata Types, Custom Settings, Managed Packages, etc.
• Experience working with business end users, gathering requirements, and building detailed functional design specifications.
• AppExchange packages experience is preferred.
• Salesforce Certifications of Admin, AppBuilder preferred.
• Supporting users in a medical device company is desirable
• Possess a strong business and customer/client focus
• Experience with deep understanding of IT Applications and Technology
• Strong problem solving and analytical capabilities
• Excellent written and verbal communication skills
• Very strong collaboration, negotiation, and influence capability required
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