We are seeking a highly experienced CRM Salesforce Functional Analyst who will play a crucial part in understanding our business processes and translating them into effective Salesforce solutions. You will work closely with enterprise architects and business stakeholders to gather requirements, analyze business needs, and help design/configure/customize Salesforce to meet those needs.

Responsibilities

• Serve as the primary point of contact for all Salesforce-related inquiries, working in partnership with the business application owners primarily belonging to customer service, sales, and marketing.
• Ensure alignment, prioritize demands, manage change requests, and maintain consistency across the business functions in support of the Salesforce platform and integrations.
• Define the capability roadmap, project plans, prioritize business critical initiatives and manage the backlog effectively.
• Provide technical design and architectural guidance supporting business owners, operations and development teams during the implementation, deployment, and operation of Salesforce-related projects and initiatives.
• Oversee the integration of Salesforce with other business-critical systems including S/4HANA and associated third party solutions.
• Identify opportunities for automation, advanced analytics, and enhanced usability.
• Partner with application management service provider (AMS) to ensure achievement of performance criteria and service level targets, while maintaining business continuity capabilities.
• Maintain comprehensive documentation of system configurations, customizations, and processes.
• Ensure compliance with data protection regulations (e.g., GDPR, CCPA) and enable/implement robust security measures within the Salesforce environment.
• Conduct regular security audits, coordinate/implement encryption methodologies, and stay updated on emerging security threats.
• Enforce data hygiene and data governance of related master data.
• Keep abreast of Salesforce updates and industry best practices to inform continuous improvement.

Background and Qualifications

• Bachelor's or Master's degree in Information Technology, Computer Science, or a related field.
• 6-8+ years of CRM experience, primarily within the Salesforce ecosystem, preferably in a multi-national company.
• Certified Salesforce Advanced Administrator, and/or any other SFDC Certifications.
• Familiarity with Salesforce languages and API’s - Visualforce, Apex, RESTful and SOAP.
• Experience with Salesforce products i.e. Service Cloud, Sales Cloud, or Field Service Lightning
• Experience managing third-party vendors and ensuring SLA adherence
• Strong team player who can work across multiple functions
• Strong communication, collaboration, and presentation skills
• Strong analytical and problem-solving skills
• Highly organized and detail oriented; strong critical self-review skills