Salesforce Service Cloud Business System Analyst at Motorola Solutions

| Chicago
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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 Overview
Our 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.
Job Description

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

Behavioral Characteristics/Skills:

  • 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


Basic Requirements
  • 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


Travel Requirements
None
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

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!

EEO Statement

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

What are Motorola Solutions Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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