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Capgemini

Global consulting, technology services, outsourcing

Salesforce Service Cloud Analyst

Enterprise ApplicationsConfirmed live in the last 24 hours
Full-timeLisbon, PortugalNo salary listed

About the Job

Requirements

  • At least 4 years of experience as a Functional Analyst or Salesforce Consultant, with a strong background in Salesforce Service Cloud implementations.
  • Expertise in requirements gathering, business analysis, and functional solution design.
  • Knowledge of Service Cloud capabilities, including Case Lifecycle Management, Flow Builder, Reports and Dashboards, and object and layout configuration.
  • Basic understanding of Salesforce data models and integrations or application programming interfaces, with experience using Jira and Azure DevOps.
  • Ability to translate business requirements into effective functional solutions.
  • Ability to manage multiple stakeholders and drive continuous improvement initiatives.

Responsibilities

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

About the Company

Capgemini

Global consulting, technology services, outsourcing

Capgemini provides consulting, technology services, and outsourcing to help organizations transform digitally. Its offerings include strategy and transformation consulting, system integration, application development, IT infrastructure management, and managed IT operations. It differentiates itself with a global presence in over 50 countries and a focus on applying AI, cloud, and cybersecurity to real business problems. Its goal is to help clients navigate digital transformation and improve efficiency and innovation through tailored, contract-based or managed services.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1967

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