Zscaler enables the world’s leading organizations to securely transform their networks and applications for a mobile and cloud first world. Its flagship services, Zscaler Internet Access and Zscaler Private Access, create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances or hybrid solutions are unable to match. Used in more than 185 countries, Zscaler operates the world’s largest cloud security platform, protecting thousands of enterprises and government agencies from cyberattacks and data loss.

Responsibilities

We are looking for a "solution-minded" business systems analyst who will deliver important projects to lead our top-line growth. The main responsibility of this position will be to work with our partners and lead implementation, enhancements and support Salesforce Service Cloud processes and automation. You will be reporting to Sr Director, Enterprise Applications, working as an individual contributor. You'll be responsible for:

• Work with multi-functional teams such as Customer Support, Customer Success, and Professional Services to define the process and systems roadmap, strategies, prioritization, and Annual Operating Plan.
• Map functional requirements to Salesforce Service Cloud and Sales Cloud features and provide Proof of Concept (PoC)
• Craft technical requirement documents, process level flows, user stories, and functional and system design specifications
• Evaluate information gathered from multiple sources, reconcile inconsistency and break down high-level information into details.
• Work with the development team to deliver important enhancements by directly making configuration changes in Salesforce or developing the requirements / design specifications and delivering it to our internal development team for completion.
• Identify test criteria and help testing new functionality and enhancements.
• Configure users, profiles, role creation/maintenance, custom and formula fields, validation rules, page layouts and list views, case assignment/auto response/Service level agreement tracking and escalations, workflows, approvals and process builder.
• Responsible for the end-to-end solution; including requirement gathering, defining metrics, implementing, testing, deploying, and monitoring

What We're Looking for (Minimum Qualifications)

• Minimum of 8 years of experience as a business systems analyst/implementation consultant/solutions architect supporting Salesforce and associated applications
• 5+ years experience as a business analyst and administrator for Salesforce Service Cloud Knowledge and hands-on with one of the CCaaS (Contact Centre As a Service) platform (Genesys) and its integration with CRM (Salesforce)
• Knowledge of E2E Customer Support processes for a business-critical SaaS technology company and experience working in an Agile Scrum model.
• Experience designing and delivering large scale, technically complex solutions on Salesforce and associated ecosystem

What Will Make You Stand Out (Preferred Qualifications)

• Learn and understand new technologies especially AI related
• Analytical and investigative skills.
• Conduct research into software related issues and products.
• Have one or more Salesforce certifications preferable