Salesforce Analyst

Position Description:
This person is the internal owner of the Salesforce platform. The role combines a business analyst, a Salesforce administrator and a Salesforce-style Customer Success Manager. They connect OEM business teams, OEM IT, the implementation partner and Salesforce.

The job has three parts:

• Understand the technical setup well enough to check what the partner builds
• Keep delivery on track
• Make sure the platform delivers measurable value for dealer and customer service operations

The role needs working knowledge of each of these products:

• Automotive Cloud - Sales and Service (Agentforce 1 Edition): vehicle and asset data model, dealer and fleet relationships, service operations
• Service Cloud: case management, Omni-Channel routing, entitlements and service agreements, knowledge, Digital Engagement (SMS short and long codes), Visual Remote Assistant
• Field Service+ (including the Contractor+ licenses): work orders, scheduling, mobile technicians
• Experience Cloud / Revenue Cloud and Loyalty are a plus
• Agentforce and AI: Agentforce agents, Prompt Builder, Flex Credits consumption, the Einstein Trust Layer, and how agent actions are designed
• Data Cloud: data streams, identity resolution, segments, Data Services Credits
• Marketing Cloud: Engagement+, Personalization+, Intelligence and Distributed Marketing
• MuleSoft Anypoint Platform (Titanium): how integrations are built, API governance, and system-to-system patterns
• CPQ Plus, Document Generation and Collections & Financial Recovery
• Platform and security: Shield, Platform Encryption, Data Mask, Backup & Recover, Salesforce Connect, Experience Cloud (customer and partner communities), Slack and Microsoft Teams integrations
• DevOps: sandbox strategy (Full Copy and Developer Pro) and Copado-based release management

Key Responsibilities Technical Oversight & Solution Governance:

• Understand the full Salesforce architecture: data model, Flow and Apex automation, MuleSoft integrations, security model and environments
• Review solution designs, user stories and release plans to make sure they are sound, scalable and use built-in features first
• Spot over-customization, technical debt and places where existing licensed products are going unused
• Join Architecture Design Reviews and turn the recommendations into action Agentforce & AI Leadership
• Find, rank and confirm Agentforce use cases for dealer support, customer service and field service, such as case classification, agent assist and self-service
• Watch Flex Credit consumption and forecast it, and make sure AI use cases come with clear ROI
• Set up governance for responsible AI: testing, guardrails, ways to review agent conversations, and human handoff
• Stay current on Salesforce's three releases a year, especially Agentforce, Data Cloud and Service features Implementation Partner Management
• Be FCSD's main counterpart to the system integrator, owning scope, priorities and acceptance of delivered work
• Hold the partner to timelines, budget and SDLC rigor: Agile sprint cadence, testing, code review and release discipline
• Catch scope creep, delivery risk and quality problems early, and escalate through the right Ford and Salesforce channels
• Check that delivered work meets acceptance criteria before sign-off Business Analysis
• Lead discovery with dealer operations, warranty, parts, and customer service teams
• Map current and future service processes and turn them into user stories with acceptance criteria
• Own and rank the product backlog based on business value

Skills Required:

• Salesforce
• Account Management
• Cloud Infrastructure
• Business Analysis
• Business Process Improvement
• Salesforce ownership Platform knowledge Solution governance
• Salesforce administration
• Business analysis
• Partner management Agile delivery
• Value realization Stakeholder management
• Change leadership Risk management

Skills Preferred:

• Salesforce certifications
• Automotive Cloud
• Agentforce governance
• MuleSoft integration
• Copado DevOps Cloud portfolio
• Platform security License management
• Signature Success
• Automotive experience
• Advanced degree

Experience Required:

• 5+ years of Salesforce experience, including at least 2 years as a platform owner, product owner, lead admin or CSM/Technical Account Manager
  Salesforce Administrator
• Deep Service Cloud experience. Field Service and Automotive Cloud experience are strongly preferred.
• Hands-on experience or a strong working understanding of Agentforce, generative AI and Data Cloud
• Automotive industry experience: OEM-dealer relationships, aftersales service, warranty, parts, connected vehicles, and fleet and commercial customers
• A track record of holding a third-party implementation partner accountable on large, multi-cloud programs
• Strong business analysis skills: requirements, process mapping and user stories
• Comfortable in Agile and hybrid delivery models
• Clear communicator with executives, IT and technical teams

Experience Preferred:

• Service Cloud Consultant
• Agentforce Specialist
• Data Cloud Consultant
• Platform App Builder
• Business Analyst or Strategy Designer
• Nice to have: Field Service Consultant, Advanced Administrator, MuleSoft Integration Associate

Education Required:
Bachelor's degree in business, information technology, computer science, engineering, or a related field, or equivalent practical experience

Additional Information:

• Hybrid role (4 days a week onsite) Hands-On Administration
• Configure users, permission sets, objects and fields, page layouts, reports and dashboards, and simple Flows
• Maintain data quality and governance across vehicle, customer and dealer data Success, Adoption & Value (CSM-style)
• Own a platform roadmap tied to FCSD business goals and KPIs, such as case resolution time, first-contact resolution, dealer satisfaction and cost to serve
• Measure and report adoption, value delivered and ROI to FCSD leadership
• Work as the main contact with the Ford Salesforce account team and Signature Success: Success Plans, engagements, Architecture Design Reviews, and specialist resources
• Lead change management, enablement and communication for end users and dealers

Use of AI Technology:
Unless expressly authorized in the interview/skill set validation instructions, candidates may not use AI tools or other third-party assistance during an interview or assessment to generate or provide substantive answers to interview questions. Candidates should answer organically in their own words, drawing on their own knowledge, skills, and experience. Failure to adhere to these expectations may result in the candidate being removed from consideration.