Salesforce Operations Specialist

4 days ago

Phoenix, Arizona, United States Next Ventures Full time

This role will collaborate with various teams to develop and enhance applications, particularly within the Q2O process. The ideal candidate will guide business partners on best practices, improvements, and innovations related to the delivery, return, installation, and maintenance of assets and services. This position works closely with the Logistics Business Analyst, Operations, and Logistics teams, as well as the customer applications and logistics development team. The main responsibility is to ensure that requests are well-documented, understood, designed, tested, and implemented while adhering to timelines and quality standards.

Key Responsibilities

  • Gain a deep understanding of the business use cases for all service and logistics roles within the organization, including their impact on the end user and customer experience.
  • Understand the technical capabilities of Service Cloud, Field Service, Salesforce Maps, and other logistics-related applications.
  • Collaborate with business analysts and business teams to find opportunities for process improvements.
  • Use approved business requirement documents to create design documents that provide technical solutions. These solutions will be reviewed by technical architects and approved by leadership before being implemented by the development team.
  • Work with business analysts to create test scenarios and scripts.
  • Provide the development team with detailed estimates for any proposed solutions, clearly explaining the benefits and risks to stakeholders.
  • Maintain process documentation, identifying risks and testing requirements to ensure new releases do not negatively impact other areas.
  • Follow the Enhancement & Defect Governance process to ensure alignment on priorities, capacity, and release processes.
  • Serve as an escalation point for advanced logistics application issues that arise within the Service Desk.
  • Provide clear reporting on project status, issues, and risks during the design and implementation phases.
  • Contribute to the Customer Applications Product Strategy and Roadmap with input from business stakeholders and senior IT leadership.
  • Promote the use of logistics applications and recommend improvements that boost operational efficiency.

Education and Qualifications

  • Deep understanding of the business use cases for all service and logistics roles and how systems and processes affect the end user and customer experience.
  • Strong knowledge of Salesforce Service Cloud, Field Service Lightning, Salesforce Maps, and other logistics-related applications.
  • Experience collaborating with logistics business analysts and teams to identify improvement opportunities.
  • Ability to create technical design documents based on approved business requirements, ensuring alignment with business and IT leadership.
  • Experience working with development teams to estimate efforts and explain solutions' benefits and risks.
  • Skill in maintaining documentation and managing risks and testing requirements for smooth releases.
  • Understanding of the Enhancement & Defect Governance process.
  • Ability to escalate and resolve complex logistics application issues.
  • Ability to report project status and contribute to the overall product strategy and roadmap.
  • CPQ Certification is a plus.

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