Service Cloud Systems

2 weeks ago


San Jose, United States IT Shoulders, Inc. Remote Work Freelance Full time
Service Cloud (Salesforce / ServiceMax) Systems Analyst We are looking for someone with track record solving complex/technical issues, ability to communicate/coordinate between back office and end users and foster a global support community with Salesforce Service Cloud / ServiceMax and SAP experience.
Job Responsibilities:
  • Responsible for investigation, root cause analysis and resolution of transactional issues reported from end users on processes within Salesforce Service Cloud / ServiceMax and/or transactions between SAP and Salesforce Service Cloud / ServiceMax.
  • Supports GIS with investigation, root cause analysis and user acceptance testing (UAT) for system changes.
  • Develops and maintains global support knowledge-base. Provide training and oversight to regional support teams to resolve routine support issues.
  • Proactively monitors transactional integrity between Salesforce Service Cloud / ServiceMax and SAP (inventory, WO parts/labor, timesheets, etc…)
  • Responsible for global communication and coordination during planned or unplanned system outages
  • Collaborates with regional support teams, GIS and DHL to create/update tools and business continuity processes (BCP).
  • Supports external audits, providing required documentation and investigating root causes of discrepancies.
  • Identifies and drives continuous improvement projects within scope of work
Required Skills:
  • 5+ Years of  Salesforce Service Cloud / ServiceMax functional experience
  • 5+ Years of Force.Com experience
  • Excellent Communication Skills
  • Good Team Player

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