Salesforce Functional Analyst Service Cloud

Keystone Solutions is seeking a Salesforce Functional Analyst specializing in Service Cloud for a consultancy mission at a client site. This role involves working closely with the client to enhance their Salesforce CRM platform, particularly focusing on Service Cloud functionalities.

• →Analyze business needs and gather requirements.
• →Design functional specifications, configure, and parameterize Service Cloud enhancements.
• →Write user stories, functional specifications, and documentation.
• →Conduct functional validation of developments and coordinate testing phases (SIT and UAT).
• →Provide support to business users and manage enhancement requests.
• →Prepare and monitor releases.

The consultant will also be involved in a project aimed at automating the processing of delay certificate requests submitted by clients through contact forms. This includes:

• Analyzing and mapping current processes related to certificate requests.
• Identifying automation opportunities and defining business rules.
• Designing user journeys and automated processes within Salesforce.
• Integrating with necessary systems and data sources for request validation.
• Configuring and implementing required Salesforce functionalities.
• Validating functionality, coordinating tests, and supporting users during solution adoption.
• Defining monitoring, control, reporting mechanisms, and performance indicators.

In addition to RUN activities and the automation project, the consultant will provide cross-functional support on the Salesforce Service Cloud and Sales Cloud platforms. Responsibilities include:

• Managing incidents and providing business-level functional support.
• Analyzing corrective maintenance requests.
• Managing the backlog and prioritizing enhancements.
• Coordinating with development, architecture, and operations teams.
• Maintaining operational procedures.
• Contributing to the continuous improvement of CRM, Customer Care, and B2B processes.

• Communication - Level: Expert - Most recent: This year
• Release Management - Level: Expert - Most recent: This year
• Salesforce - Level: Expert - Most recent: This year
• Testing - Level: Expert - Most recent: This year
• User Testing - Level: Expert - Most recent: This year
• Workshop Animation & Training - Level: Expert - Most recent: This year

Dutch or French
Level Native or bilingual proficiency
English
Level Nice to have