Key Responsibilities:
Collaborate with business partners and teams to analyse and understand business problem/need
Leverage thorough understanding of business and system processes to make recommendations and propose technical/non-technical solutions to meet business requirements
Document current state business process ("as - is" process map) and future state business process ("to-be" process map)
Facilitate requirements gathering sessions with business stakeholders and key technical resources
Use a variety of industry standard/best practices techniques to elicit requirements from the Business
Document, categorize and prioritize business, user and system requirements
Requirements:
- At least 8yrs experience with at least 5yrs in salesforce specially Service cloud
- Strong understanding and experience of call center implementation using Service cloud
- Good knowledge on Sales and Marketing cloud
- Hands on configuration capabilities
- Excellent communication
- Good customer interaction capabilities