Senior Business Analyst – Salesforce, L2 Support – Salesforce, Vonage

Job not on LinkedIn

Yesterday

Apply Now

Receive Emails with Similar Jobs

SAS

WebsiteLinkedInAll Job Openings

Artificial Intelligence • B2B • SaaS

SAS is a leading provider of analytics solutions that empower organizations to make data-driven decisions. The company offers a comprehensive suite of software solutions that covers advanced analytics, business intelligence, data management, and predictive analytics, helping businesses across various sectors unlock the potential of their data to improve performance and drive innovation.

10,000+ employees

Founded 1976

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

💰 Grant on 2022-11

📋 Description

• Act as the primary L2 support for Salesforce and Vonage, including triaging, debugging, and resolving issues in collaboration with technical teams. • Serve as the customer-facing point of contact for stakeholders, ensuring timely communication and resolution of cases, incidents, and inquiries. • Document and track issues, root causes, and resolutions to improve support processes and knowledge base. • Partner with product managers and engineering teams to gather and analyze business requirements for Salesforce enhancements. • Refine and groom user stories with Salesforce-specific acceptance criteria. • Maintain clear and continuous communication with stakeholders across business units. • Create and maintain documentation such as process flows, data mappings, and business rules, with an emphasis on Salesforce architecture and objects. • Identify recurring issues and recommend process improvements or automation solutions.

🎯 Requirements

• 3+ years of experience as a Business Analyst or similar role, with hands-on Salesforce experience. • Must have: Proven experience in customer-facing support, including triaging and debugging issues, and acting as L2 support for Salesforce and telephony systems (preferably Vonage). • Strong understanding of Salesforce architecture, standard/custom objects, flows, validation rules, and platform limitations. • Excellent communication skills with the ability to manage stakeholder expectations and explain technical concepts clearly. • Skilled in Agile methodologies and backlog refinement. • Proficiency in tools such as JIRA, Confluence, Excel, and process mapping tools (Lucidchart, Visio). • Ability to work in a fast-paced, cross-functional environment and manage multiple priorities.

🏖️ Benefits

• Competitive salary & performance bonuses • Quarterly Company-Wide Recharge Days • Flexible Work Environment (Remote/Hybrid Options) • Professional development and certification reimbursement • Comprehensive health, retirement, and wellness benefits. • Peer-based incentive “Cheer” awards • “All in to Win” bonus Program