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Salesforce.com, Inc Sr. Operations Analyst - Incident Management and Org Migrations in Hillsboro, Oregon

Job CategoryCustomer Success Group

Job Details

The Business Operations Analyst will be responsible for assisting in a variety of operational activities to help maintain critical functions within Global Customer Success Centers. Primary responsibilities will include the processing of customer Org Migration requests and managing communications for incidents related to customer phone, survey, chat and similar tools. Work will also include support for programs and projects as needed.

A successful candidate will be able to effectively manage multiple initiatives and not only run, but grow and improve critical programs. This person must be able to successfully engage with account executives, product management, leaders and other stakeholders within the various teams we support at a global level and act with great urgency. This person must be able to understand and balance the needs of both the business and customer, and successfully advocate for the best course of action.

Responsibilities include, but are not limited to:

  • Review, schedule and process incoming Org Migration requests from internal Account teams logged on behalf of customers.

  • Work with Account teams, Support and Infrastructure teams to ensure checklist of requirements to process Org Migration requests are complete and accurate.

  • Engage directly with the customer where necessary to manage details related to the Org Migration process.

  • Own and lead our internal incident management process for support tools including phones, surveys, chat and similar tools.

  • Act with urgency to post clear and concise incident alerts summarizing complex issues for broad internal audience that includes executive leadership.

  • Maintain rigor on the frequency and accuracy of incident updates while maintaining engagement with teams like IT as they work to resolve the issue.

  • Identify and drive process improvements where possible and as needed.

  • Partner on other projects and initiatives as required by the business

Requirements

  • Extreme attention to detail, a focus on process compliance and the ability to respond rapidly to urgent requests and issues as they emerge

  • Bachelor’s degree with 4+ years applicable experience

  • Ability to communicate effectively at all levels

  • Ability to work effectively in a fast-paced environment and geographically dispersed team

  • Strong analytical skills, ability to work with large amounts of data and to build / maintain meaningful business reports

  • Prefer technical background with an ability to understand various salesforce offerings and product features

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

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