SFDC Functional Analyst
E-Solutions
Role: SFDC Functional Analyst
Location: Wendell, NC KEY RESPONSIBILITIES
1 SieOps Configuration & Administration
• Own day-to-day Salesforce Service Cloud administration across all three support tracks - case queues, routing rules, assignment logic, entitlement records, and milestone configuration
• Configure and maintain SLA milestones and escalation rules aligned to the P1-P4 priority framework defined in each track's SOW
• Manage user profiles, roles, permission sets, and access provisioning for agents and Client stakeholders
• Administer Salesforce Knowledge - article publishing workflows, approval processes, article types, and data categories across product lines
• Support subscription management and asset tracking configurations within SieOps for Electrification X customer onboarding
• Perform SFDC data clean-up, deduplication, and validation as a prerequisite for Customer Portal customer access grants 3 Reporting, Dashboards & Operational Insights
• Build and maintain SieOps dashboards and reports that surface real-time service health for each track - FCR rates, SLA breach rates, CSAT scores, case aging, and ticket volume trends
• Configure and maintain KPI tracking views in Salesforce for use in weekly check-ins, monthly service reviews, and QBRs with Client
• Support the Data & Insights Analyst in surfacing proactive signals - at-risk orders, repeat ticket patterns, installed base anomalies - using SFDC data
• Produce the monthly Salesforce operational health summary
4 Process Improvement & User Story Development
• Identify inefficiencies in existing SieOps workflows - case handling, knowledge access, escalation paths, queue management - and document improvement recommendations
• Translate improvement findings into formal SFDC user stories with acceptance criteria, effort estimates, and priority recommendations for Client stakeholder review
• Support the Journey & Process Consultant in mapping EA support workflows, with specific focus on how Salesforce objects, fields, and automations reflect (or fail to reflect) the target process
• Maintain a running SFDC improvement backlog; present prioritized items at monthly service reviews
• Work with Partner to ensure post-MVP portal feature development is informed by SieOps usage data and agent feedback
5 Agent Enablement & Quality
Location: Wendell, NC KEY RESPONSIBILITIES
1 SieOps Configuration & Administration
• Own day-to-day Salesforce Service Cloud administration across all three support tracks - case queues, routing rules, assignment logic, entitlement records, and milestone configuration
• Configure and maintain SLA milestones and escalation rules aligned to the P1-P4 priority framework defined in each track's SOW
• Manage user profiles, roles, permission sets, and access provisioning for agents and Client stakeholders
• Administer Salesforce Knowledge - article publishing workflows, approval processes, article types, and data categories across product lines
• Support subscription management and asset tracking configurations within SieOps for Electrification X customer onboarding
• Perform SFDC data clean-up, deduplication, and validation as a prerequisite for Customer Portal customer access grants 3 Reporting, Dashboards & Operational Insights
• Build and maintain SieOps dashboards and reports that surface real-time service health for each track - FCR rates, SLA breach rates, CSAT scores, case aging, and ticket volume trends
• Configure and maintain KPI tracking views in Salesforce for use in weekly check-ins, monthly service reviews, and QBRs with Client
• Support the Data & Insights Analyst in surfacing proactive signals - at-risk orders, repeat ticket patterns, installed base anomalies - using SFDC data
• Produce the monthly Salesforce operational health summary
4 Process Improvement & User Story Development
• Identify inefficiencies in existing SieOps workflows - case handling, knowledge access, escalation paths, queue management - and document improvement recommendations
• Translate improvement findings into formal SFDC user stories with acceptance criteria, effort estimates, and priority recommendations for Client stakeholder review
• Support the Journey & Process Consultant in mapping EA support workflows, with specific focus on how Salesforce objects, fields, and automations reflect (or fail to reflect) the target process
• Maintain a running SFDC improvement backlog; present prioritized items at monthly service reviews
• Work with Partner to ensure post-MVP portal feature development is informed by SieOps usage data and agent feedback
5 Agent Enablement & Quality
Vacancy posted 10 hours ago
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