Salesforce.com, Inc Sr. Operations Analyst - IT Projects in Hillsboro, Oregon
Job CategoryCustomer Success Group
In today’s world, customers expect a fast and easy support and self-service experience. We’re digitally transforming to offer our ‘always-connected’ customers a smart, personalized and value-driven experience, providing them with the right information, at the right time and via the right channels.
Putting the customer first is at the center of our Global Customer Success Center strategy. Our Project Management team’s work focuses around Customer-Experience and Technical Support Agent efficiency, as we enhance and expand on our own internal Service Cloud implementation and evolve our customer-facing Help portal, for aspects of Support.
We’re looking for a highly organized and execution focused individual to join our team, and own various automation and innovation initiatives for both our customers, and our 1.5k+ member Technical Support organization. The successful candidate for this role would possess both a strategic business outlook and keen analytical skills, to be able to delve deep into the details and requirements of various automation initiatives, while understanding the bigger picture and business objectives. Our culture is fast-paced and our initiatives are vast - this is an exciting and perfect opportunity for the go-getter that thrives in such an environment!
Capture project scope and achieve agreement on deliverables and completion dates in partnership with various business stakeholders and IT partners
Act as key strategic advisor to both business stakeholders and technical team regarding scope, timing, and quality decisions to deliver on project goals
Prioritize mergers and acquisitions, and new product integrations, to deliver on organization’s business goals and vision
Gather detailed project/change requirements with sound understanding of global business impact
Review and analyze requirements and functional design with solution architects, designers, developers, and business stakeholders to ensure needs and business needs are accurately captured, understood and delivered.
Create and manage project plans, monitor progress and timelines, identify and resolve risks to ensure success, escalating to management as appropriate
Drive roll-out and enablement of new tools and solutions across Success Centers (new Service Cloud innovation, AI features, vendor solutions, etc) by staying close to industry trends and product offerings
Identify gaps and drive improvements around global processes (information/case flow, change management, security, operations), including opportunities to help customers self-serve by enhancing Help & Training Portal functionality
Drive resolution of critical systems issues / escalations for expedited resolution with IT
Establish strong and trusted relationships with business and technical partners by keeping stakeholders informed of project progress and release announcements
Coordinate end-to-end global UAT efforts (test script preparation, tester recruitment, vendor partnership, schedule and sign-off oversight)
Required skills and experience:
Project/Program Management experience in innovative, high tech industry, with a proven ability to lead and deliver on strategic and tactical business objectives
Consultative approach, including ability to analyze and translate customer needs into technical requirements and process flows for consumption by the technical team.
Strong organizational skills, attention to detail, and ability to work quickly and efficiently, prioritizing a varied workload with multiple stakeholders and shifting demands
Demonstrate strong problem solving skills, process-driven mindset, resourcefulness and ability to meet responsibilities with minimal direct supervision
Advanced ability to manage stakeholder expectations by understanding stakeholder needs, determining alternatives to meet requirements and communicating appropriately.
Excellent verbal and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences, at all levels
Accountable team player with a constructive attitude, problem-solving and customer success mindset able to work effectively in a fast-paced environment with a geographically dispersed team
Ability to recommend process improvement ideas and put them into action.
Technical background with an ability to understand various salesforce offerings and product features
Bachelor’s degree with 4+ years applicable experience
Six Sigma and/or Project Management certified
Experience with Salesforce.com platform preferred
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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