Funcional Salesforce Service Cloud Analyst

Capgemini; Lisboa; Híbrido; EUR 42 000 - 64 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work policy

Career Acceleration Programs

Health and Life insurance

Referral program bonuses

Resumo da oferta

Capgemini Portugal is seeking a seasoned Functional Analyst or Salesforce Consultant to join our Service Cloud practice. You will gather requirements, translate them into functional specs, and collaborate with Customer Service and Support teams to optimize processes.

You will drive UAT, create user guides, and contribute to agile delivery while leveraging Jira and Azure DevOps. A4+ years experience and strong communication are key.

Qualificações

• 4+ years of experience as a Functional Analyst or Salesforce Consultant.
• Strong knowledge of Service Cloud capabilities.
• Experience with Case Lifecycle Management, Flow Builder, Reports & Dashboards.
• Familiarity with Salesforce data models and integrations/APIs.

Responsabilidades

• Gather, analyze, and document business requirements with stakeholders.
• Translate needs into functional specs and user stories.
• Design and optimize customer service processes and journeys.
• Support solution validation through UAT and testing.
• Drive user adoption with documentation and training materials.
• Contribute to continuous platform improvements in Agile/Scrum.

Conhecimentos

Requirements gathering

Business analysis

Functional design

Salesforce Service Cloud

Jira

Azure DevOps

Communication skills

Stakeholder management

Ferramentas

Jira

Azure DevOps

Descrição da oferta de emprego

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

In This Role, You Should Expect Too

• Gather, analyze, and document business requirements, working closely with Customer Service, Support, and Contact Center stakeholders.
• Translate business needs into clear functional specifications and user stories for technical teams.
• Design and optimize customer service processes, customer journeys, and overall Service Cloud solutions.
• Support solution validation through UAT, functional testing, and user acceptance activities.
• Drive user adoption by creating functional documentation, user guides, and training materials.
• Contribute to continuous platform improvement initiatives while working within Agile/Scrum delivery frameworks.

YOUR PROFILE

• 4+ years of experience as a Functional Analyst or Salesforce Consultant, with a strong background in Salesforce Service Cloud implementations.
• Proven expertise in requirements gathering, business analysis, and functional solution design.
• Solid knowledge of Service Cloud capabilities, including Case Lifecycle Management, Flow Builder, Reports & Dashboards, and object/layout configuration.
• Basic understanding of Salesforce data models and integrations/APIs, with experience using tools such as Jira and Azure DevOps.
• Strong communication skills, with the ability to translate business requirements into effective functional solutions.
• Analytical, customer-focused, and proactive professional, capable of managing multiple stakeholders and driving continuous improvement initiatives.

What You'll Love About Working Here

• At Capgemini Portugal we have a flexible and dynamic work environment. Flexibility enables a better work-life balance and gives more flexibility to the employee to manage the working hours, as well if he works at the office or remotely, according with the company's hybrid work policy;
• We have local programs that promote people growth, reskill and new skills development (Career Acceleration Programs);
• We promote an empowering environment with autonomy and peers' relationships among the top scores of our Monthly Employees' feedback; Next to this, we also offer an attractive compensation package and benefits such as Health and Life insurance, as well as Referral program with bonuses for talent recommendations and other fringe benefits according with our partnerships in force.
• Capgemini Portugal is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, as well as employment offers and promotions made according with competence and ability or performance, respectively.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.