Business Systems Analyst- Service Cloud

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Business Systems Analyst - Service Cloud

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8x8 .8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry''s most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.We are looking for a solution-minded Business Systems Analyst who will be responsible for delivering the company’s most important projects to drive top-line growth. The main responsibility is to partner with business leaders and key stakeholders to implement enhancements in Salesforce Service Cloud to support and automate our processes (Global Customer Care, Billing and Revenue Operations, and Professional Services).This is a challenging role, but you will own the key business processes to help ensure we meet aggressive growth goals, enabling seamless purchase, provisioning, customer support, and billing.Responsibilities

Develop and execute comprehensive Service Cloud strategy aligned with business objectivesLead the configuration and customization of Salesforce Service Cloud to support complex customer service requirementsWork closely with business stakeholders to gather requirements and translate them into functional Salesforce specifications, ensuring solutions align with organizational objectivesDocument user stories, workflows, and process maps to inform Salesforce configurations and enhancementsDesign and implement customer service workflows, case management processes, and automation solutionsOptimize knowledge base management, Partner Support and self-service portal capabilitiesConfigure and develop advanced Case routing, escalation, and assignment rulesManage and optimize customer support channels (phone, email, chat)Implement and maintain service level agreement (SLA) tracking and reportingDevelop custom solutions using Service Cloud features and capabilitiesCreate and maintain comprehensive reporting and dashboards for service operationsSupport omnichannel service strategies and implementationManage system integrations with customer support technologiesConduct user training and provide ongoing system supportPerform system health checks and continuous improvement initiativesBuild POCs and demonstrate to stakeholders the new Salesforce feature releasesConfigure Salesforce using point-and-click tools and identify when to code versus when not toIdentify recurring issues that will drive system improvements and maintain run booksCollaborate with other Business Analysts, Onshore and Offshore Developers during the execution phaseCreate and maintain Salesforce reports and dashboards to provide actionable insights for decision-makingProactively identify opportunities to optimize business processes through automation, integration, and customization of SalesforceStay up to date on Salesforce platform updates and new features, evaluating their potential benefits to the organizationRequired Skills

Degree in BS/BA, MIS or comparable technical degreeMust have Salesforce Service Cloud certificationAt least 10+ years of experience as a business systems analyst on the Salesforce platformMinimum of 5+ years of experience in Service Cloud and Experience CloudDeep knowledge and experience in implementing Service, Case lifecycle, Partner Support Management, Entitlements, Milestones, Knowledge, CTI, and ChatStrong knowledge of Service Cloud Einstein, Prompt Builder, and AgentforceStrong understanding and hands-on experience with Salesforce configuration, Flows, validation rules, etc.Good understanding of Einstein AnalyticsExcellent problem-solving skills; proven ability to achieve challenging goalsStrong communication skills - verbal, written, and listeningFair, objective, and data-driven in decision makingExperience with Salesforce managed packagesBeneficial Skills

Knowledge of integration technologies is a plusSalesforce Certification Admin and Service Cloud preferredKnowledge of cloud voice, video, and messaging communication productsDegree in Computer Science, Business Process, MIS, or comparable technical degreeWork Environment

Support for continuous learning and Salesforce certificationsCollaborative team focused on driving marketing and sales success8x8 believes in equal opportunity employment and reserves the right to undertake background checks on offers of employment. We are committed to diversity and encourage all qualified people to apply.Seniority level

Not ApplicableEmployment type

Full-timeJob function

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