Senior Salesforce Service Cloud Analyst: Elevate Care Ops

Rhox; Brussel; Sur place; EUR 65 000 - 95 000; Plein temps

Résumé du poste

Rhox is seeking a Senior Salesforce Functional Analyst to support Service Cloud RUN, Sales Cloud, and a project automating customer requests for delay certificates. You will be responsible for requirements analysis, user testing, release management, and user adoption across a production Salesforce environment.

You will lead workshops, turn requirements into user stories, configure Service Cloud changes, and maintain documentation while coordinating SIT/UAT testing and backlog management with

Qualifications

• Senior-level Salesforce experience with practical knowledge of Service Cloud.
• Ability to analyse Customer Care processes involving Cases, forms, emails, dashboards.
• Translate requirements into functional designs and Salesforce changes across Service and Sales Cloud.

Responsabilités

• Translate business needs into prioritized Service Cloud requirements, user stories, and specs.
• Design and configure Salesforce processes for Customer Care and automated delay-certificate handling.
• Coordinate functional testing, SIT, UAT, and user testing to confirm business requirements.
• Prepare releases, track dependencies, maintain operational docs, and support controlled deployment.
• Resolve functional incidents and keep the Salesforce backlog aligned with priorities.
• Facilitate workshops, deliver user training, and support adoption of new processes.

Connaissances

Salesforce Senior

Service Cloud

Sales Cloud

Requirements analysis

User testing

Outils

Salesforce

Description du poste

Rhox is seeking a Senior Salesforce Functional Analyst to support Service Cloud RUN, Sales Cloud, and a project automating customer requests for delay certificates. You will be responsible for requirements analysis, user testing, release management, and user adoption across a production Salesforce environment.

You will lead workshops, turn requirements into user stories, configure Service Cloud changes, and maintain documentation while coordinating SIT/UAT testing and backlog management with