Salesforce Service Cloud Systems Analyst
Location
Newport Beach, California, United States
Role
Business Analyst
Contract
Permanent
Salary
--
Job Description:
Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We’re actively seeking a talented Salesforce Service Cloud Business Systems Analyst (BSA) to join our team in Newport Beach, CA. This role can be on-site or 100% remote (depending on location).
As a Salesforce Service Cloud BSA , you’ll play a key role in Pacific Life’s growth and long-term success by working closely with our Service stakeholders to outline and understand the vision for future Salesforce Platform releases. The BSA will develop story maps when appropriate and facilitate working meetings with the business SMEs to gather requirements and document them as user stories. The BSA will also work closely with the Salesforce COE Scrum Team members and will participate in stand-up meetings, demos, grooming sessions, etc. as appropriate.
How you will make an impact:
Contribute to the development of Salesforce solutions, including managing enhancement requests and participating in the daily Agile/SCRUM team activities of the Salesforce platform, including the Salesforce Service Cloud, Sales Cloud, Marketing Cloud, and Tableau CRM.
Document Service business needs. Clearly define current and to-be business processes
Represents business stakeholders in the planning and analysis of business requirements to meet business needs
Assist in defining required features and mapping Salesforce features to client business processes
Participate in the creation and documentation of end user requirements
Perform QA testing for iterative development cycles across various Salesforce projects
Support new user onboarding and training
Provide excellent customer support to internal application users, including managing and supporting production issues and requests, research and troubleshooting data issues
The experience you will bring:
8+ years of experience in gathering and documenting requirements, in the role of a Business Analyst or Systems Analyst
2+ years of hands-on experience with Salesforce Sales or Service Clouds.
Achieved or in the process of earning Salesforce certifications
Strong analytical, organizational and problem-solving skills
Excellent written and oral communication skills, including experience communicating with business stakeholders and system users
Ability to understand business concepts and evaluate the impact of business changes on systems
Be highly driven and able to self-manage in a fast-paced environment
Experience working with distributed external resources and vendor teams (onshore and offshore)
Bachelor’s or Master’s Degree in Business, Engineering, Computer Science, or a related field, or an equivalent combination of education and work experience
What will make you stand out:
Marketing Cloud (Exact Target) or Community Cloud is a plus
Experience with Salesforce Lightning is a plus
Experience with Amazon Connect integration with Salesforce, Salesforce Chat, and Service Cloud Voice is a plus
Experience in the Financial Services industry is a plus
Configuration experience in Salesforce a plus, including reports, dashboards, and list views
More reasons to join
At Pacific Life, the work we do matters. We work passionately each day to drive our company forward while enjoying job security, flexible scheduling, and great opportunities for career growth.
If you’re seeking a thriving career doing the type of meaningful work that’s all too rare at a Fortune 500 Company, Pacific Life is the place for you. If you are a self-starter who appreciates creativity and individuality in your colleagues – even better. We look forward to receiving your application.
You belong at Pacific Life
At Pacific Life we believe you belong. We foster a culture of belonging, a space where all employees are empowered to be authentic. We embrace and celebrate diversity, create a culture of equity and inclusion, and value and respect every employee.
Our workplace
In 2020, we demonstrated agility and swiftly shifted to a working-from-home environment with little to no disruption. Going forward, we will move toward a hybrid, digital-first workplace that encompasses flexible work policies, inclusive space design, and innovative technology solutions. At Pacific Life, we are pioneering a trail and challenging the status quo to build the next normal.
Want to learn more about life at Pacific Life? Take an inside look at our company culture: Instagram.com/lifeatpacificlife. #LI-AJ1
How We Help You Succeed:
We’re fostering a culture of shared values across our company by providing generous compensation and comprehensive benefits that allow our employees to find fulfillment and security in personal life and career alike. These include:
Competitive Salary and Benefits
Work-Life Balance & Flexible Scheduling
Medical, dental, and vision as part our commitment to investing in the health and wellbeing of our employees
Two retirement savings plans: 401k savings plan with company match and Company Retirement Contribution (company-paid)
Generous PTO and holiday pay
Warm Colleagues & Inspiring Culture
EEO Statement:
Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.
Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We’re actively seeking a talented Salesforce Service Cloud Business Systems Analyst (BSA) to join our team in Newport Beach, CA. This role can be on-site or 100% remote (depending on location).
As a Salesforce Service Cloud BSA , you’ll play a key role in Pacific Life’s growth and long-term success by working closely with our Service stakeholders to outline and understand the vision for future Salesforce Platform releases. The BSA will develop story maps when appropriate and facilitate working meetings with the business SMEs to gather requirements and document them as user stories. The BSA will also work closely with the Salesforce COE Scrum Team members and will participate in stand-up meetings, demos, grooming sessions, etc. as appropriate.
How you will make an impact:
Contribute to the development of Salesforce solutions, including managing enhancement requests and participating in the daily Agile/SCRUM team activities of the Salesforce platform, including the Salesforce Service Cloud, Sales Cloud, Marketing Cloud, and Tableau CRM.
Document Service business needs. Clearly define current and to-be business processes
Represents business stakeholders in the planning and analysis of business requirements to meet business needs
Assist in defining required features and mapping Salesforce features to client business processes
Participate in the creation and documentation of end user requirements
Perform QA testing for iterative development cycles across various Salesforce projects
Support new user onboarding and training
Provide excellent customer support to internal application users, including managing and supporting production issues and requests, research and troubleshooting data issues
The experience you will bring:
8+ years of experience in gathering and documenting requirements, in the role of a Business Analyst or Systems Analyst
2+ years of hands-on experience with Salesforce Sales or Service Clouds.
Achieved or in the process of earning Salesforce certifications
Strong analytical, organizational and problem-solving skills
Excellent written and oral communication skills, including experience communicating with business stakeholders and system users
Ability to understand business concepts and evaluate the impact of business changes on systems
Be highly driven and able to self-manage in a fast-paced environment
Experience working with distributed external resources and vendor teams (onshore and offshore)
Bachelor’s or Master’s Degree in Business, Engineering, Computer Science, or a related field, or an equivalent combination of education and work experience
What will make you stand out:
Marketing Cloud (Exact Target) or Community Cloud is a plus
Experience with Salesforce Lightning is a plus
Experience with Amazon Connect integration with Salesforce, Salesforce Chat, and Service Cloud Voice is a plus
Experience in the Financial Services industry is a plus
Configuration experience in Salesforce a plus, including reports, dashboards, and list views
More reasons to join
At Pacific Life, the work we do matters. We work passionately each day to drive our company forward while enjoying job security, flexible scheduling, and great opportunities for career growth.
If you’re seeking a thriving career doing the type of meaningful work that’s all too rare at a Fortune 500 Company, Pacific Life is the place for you. If you are a self-starter who appreciates creativity and individuality in your colleagues – even better. We look forward to receiving your application.
You belong at Pacific Life
At Pacific Life we believe you belong. We foster a culture of belonging, a space where all employees are empowered to be authentic. We embrace and celebrate diversity, create a culture of equity and inclusion, and value and respect every employee.
Our workplace
In 2020, we demonstrated agility and swiftly shifted to a working-from-home environment with little to no disruption. Going forward, we will move toward a hybrid, digital-first workplace that encompasses flexible work policies, inclusive space design, and innovative technology solutions. At Pacific Life, we are pioneering a trail and challenging the status quo to build the next normal.
Want to learn more about life at Pacific Life? Take an inside look at our company culture: Instagram.com/lifeatpacificlife. #LI-AJ1
How We Help You Succeed:
We’re fostering a culture of shared values across our company by providing generous compensation and comprehensive benefits that allow our employees to find fulfillment and security in personal life and career alike. These include:
Competitive Salary and Benefits
Work-Life Balance & Flexible Scheduling
Medical, dental, and vision as part our commitment to investing in the health and wellbeing of our employees
Two retirement savings plans: 401k savings plan with company match and Company Retirement Contribution (company-paid)
Generous PTO and holiday pay
Warm Colleagues & Inspiring Culture
EEO Statement:
Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.
Pacific Life
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