Senior Salesforce Service Cloud Functional Analyst

At SD Worx, we are looking for energetic people to join our team. With us, you get the chance to showcase your talents and grow like never before! Ready, set, apply!

At SD Worx Mauritius, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx Mauritius for people with the right blend of skills, experience and character! Are you ready to join us?

What do we have to offer?

• An attractive salary based on your experience and achievement. Including allowances for transport, internet and mobile (more information available during interview) with an addition of medical insurance fully paid by SD Worx for you and 2 dependents (upgrades available). And a yearly company bonus.
• A dynamic environment: flexible working hours and working from home – everything is negotiable. We also offer career break options.
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
• And all leaves are granted as from day 1!

Job Description

In the architecture of SD Worx Enterprise tooling, Salesforce plays a crucial role. And this is why your role as our Senior Salesforce Service Cloud Functional Analyst is so important to us. Understanding our business requirements and proposing Salesforce functional solutions, that is what this job is all about. One of your main goals is to collaborate with the different stakeholders, like business and product owners, technical team members. Together you will make our Salesforce Suite better and more user-friendly.


Key Responsibilities

• Responsible for business requirements gathering and definition: analysis of the business processes, user story refinement. Be a liaison between business & technical teams.
• Comprehending the functional requirements from your stakeholders and translating them to functional/technical solutions.
• Designing functional flows in Salesforce Service cloud to our customers and end users’ satisfaction.
• Gathering, creating and maintaining current and future business process flows for both internal use and SD Worx’ business.
• Collaborating regularly with stakeholders, like our Support Squad, the Product Owners and the Business Owners.
• Performing manual user acceptance testing on Salesforce Service Cloud Application, Customer Portal and Partner Portal (Salesforce Communities) to ensure product meets requirements.
• Executing test plans and detailed test cases based on functional requirements and customer feedback, propose improvements after analysis of test results on overall product quality.
• Creating complex reports and dashboards to meet business requirements.
  Providing technical support to our Support Squad, serve as Level 2 support to contribute to defect resolution by reproducing and clearly documenting the defects, resolve defects via Salesforce configuration.
• Keeping up with Salesforce releases, investigating and recommending relevant features for our future product releases
• Taking ownership and doing close follow up on project/s assigned, ensuring targets are met.
• Coaching junior colleagues on business and functional analysis best practices

Educational, Skill, Experience Requirements

• Degree in IT/IT related fields or equal by experience.
• Excellent analytical, communication and problem-solving skills.
• In-depth knowledge about the configuration of Salesforce Suite with proven work experience.
• Experience in working in Agile squads. Working in international environment is considered as a plus.
• Working independently, being able to lead medium-complexity process and business requirement discussions with the business stakeholders.
• Proven track record in defining business requirements around servicing processes, participation in salesforce service cloud implementation from the start is considered a plus.
• Proven track record in salesforce configuration (process builders, flows, standard visibility and sharing).
• Proven track record in designing and implementing features around case management (entitlements, milestones, case escalation, assignment, etc.).
• Salesforce certifications: at least Salesforce Administrator or Salesforce Service Cloud, Salesforce Sales Cloud is a plus.
• Being a team player and flexible.
• Excellent English communication skills (verbal and writing).
• Proactive and can-do attitude.
• SQL Knowledge, experience with Azure DevOps and Postman is a plus.

From many places, we work as one, moving from better to best together.

SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.