Salesforce Service Cloud Business System Analyst at Motorola Solutions
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.Company Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department OverviewOur IT organization isn’t just here to support our business. We’re here to reinvent it – by changing the way our customers, partners, and employees interact with our company. To do that, we’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change but also who accelerate it.
The desired candidate will be a vital part of the Global IT team with a proven track record of designing, troubleshooting, and problem-solving to address obstacles and opportunities within the Salesforce Service Cloud domain. A person who is passionate about improving business processes, and helping our business partners envision the future & how we enable it. Work closely with the Salesforce Center of Excellence team for building Service Cloud capabilities that will provide the state of the art customer and agent experience. This candidate will monitor, recommend and execute improvements to our deployment.
Scope of Responsibilities/Expectations:
Translate complex business issues into requirements and technical solution designs
Evaluate, design, and transform systems to ensure compatibility and business efficiency, and effectiveness
Solve business problems and further business success by applying industry, applications, and technical knowledge through the definition of high-level solutions.
Partner with business leads to understand their requests, develop creative solution designs, and oversee the development, testing, and implementation
Determine the objectives of an assignment, and exercise judgment in selecting methods, techniques, and evaluation criteria to achieve measurable business outcomes
Collaborate effectively with both business and IT partners to meet commitments. Work through issues and roadblocks to complete tasks on time and on budget.
Analyze current business processes and make recommendations for improvement
Work with business users to develop acceptance test scenarios, identify test data, and execute the scenarios
Support real-time operational systems through management and guidance on resolving complex technical issues
Identify, evaluate, and analyze call center processes to create efficient solutions
Identify, define and enable managed performance metrics and reporting
Detail-oriented, proactive & demonstrates independent thinking and problem-solving ability
Ability to think strategically and suggest creative solutions
Ability to synthesize complex requirements into simple business practices
Passionate about customer satisfaction and learning about the business
Ability to work within tight timelines and able to adapt to changing priorities
Proactive approach and enthusiasm for problem identification and solving
Ability to establish and maintain excellent working relationships with business contacts, IT developers, and external partners
Experience with Agile methodology for project delivery
Excellent communication and interpersonal skills
Ability to communicate to a wide variety of audiences, both business and technical
Bachelor's degree in Computer Science and/or related field
7+ years of professional work experience in IT with 2+ years of experience in the Salesforce Service Cloud domain
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.