Senior Analyst; Process, Automation and Data Team

Job title: Senior Analyst; Process, Automation and Data Team

Company: Salesforce

Job description: To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category Customer Success Group

Job Details

Location: Hyderabad, IND


The Senior Analyst; Process, Automation and Data is a highly customer-focused operational role, that is part of a global team providing shared services to the Global Critical Incident Centre. The incumbent has strong technical knowledge of complex systems, experience providing innovative solutions to operational issues, through process improvement, automation and tooling together with deep analysis of data to drive preventative activities. The Senior Analyst uses data and visualization to tell a compelling story to convince internal and external stakeholders to take action.

This role generally works 5 days a week and may require some weekend work. The role may be aligned to any of the three business shifts, APAC, EMEA or AMER. The role will have an on-call roster.

Key Responsibilities:

Deep understanding of operational data

analytics and artificial intelligence to deliver insights into process execution

using insights to drive initiatives across the company to improve customer experience by preventing service interruptions and improving incident response

Detailed analysis of operational processes to optimise effort and output

Automation of processes to:

provide global process consistency and eliminate opportunities for error

ensure a repeatable and predictable experience every time

drive higher-order activities

Understand Salesforce products to support a Salesforce-on-Salesforce philosophy, allowing the Critical Incident Centre to be ‘Customer Zero’

Key influencer both within the team and across the organization to drive initiatives consistent with CIC objectives singularly focused on customer success

Espouse the Salesforce Ohana spirit in all activities, ensuring our culture continues to be our differentiator!

Minimum Requirements:

Btech, BS or MS in Data Science, Computer Science or related technical discipline

Lean / Six Sigma certification a distinct advantage

ITIL V3 /V4 certification and advantage

Tableau (or similar) certification an advantage

5+ years of industry experience in service or operational roles supporting highly complex systems and key customers

Strong technical knowledge of complex systems, ideally in a multi-tenant environment

Strong technical writing, written and verbal communication skills

Experience in a 24x7x365 operations environment is a benefit


Data Analysis

develop business metrics, dashboards and visualisations, with built-in alert thresholds

define Business Intelligence requirements with key stakeholders and build solutions

build automation scripts for data extraction, transformation, and QC

reporting tools, ETL, Excel/gSheets, Tableau, data warehousing, AI – an advantage

identify actionable insights to influence higher availability and customer success based on data and facts, identify and quantify trends

respond rapidly to business needs to provide ad-hoc analysis and insights

Process Improvement:

simplify, standardize and automate existing processes

drive continuous process improvement

identify business processes for automation and integration with other processes

business process mapping, analytical and optimisation skills

Build automated solutions

technical background – skilled in at least two of:

Salesforce Technology:

Visualforce / APEX / Lightning (Aura Components/LWC) / Heroku platform (ruby, PHP, Python)



advanced knowledge, database and data warehouse design

Data Science algorithms and methods

reporting tools, ETL, Excel/gSheets, Tableau, data warehousing, AI

excellent reporting skills; can design and develop data visualisations

Informatica (or equivalent)

proficient with office productivity software, project management tools and visualization tools such as LucidChart / Visio

Innovation as a function:

solve problems in innovative ways – encourage ideation and innovation

ideas-driven; creative finding solutions & designing improved systems and processes

lead prototyping and proofs of concept

Project Leadership/Collaboration:

manage and prioritize multiple initiatives, collaborate and communicate

influential with good working relationships across all levels and functions

create project documentation; business process documentation/workflows, knowledge articles and self-service guidance

manage stakeholders with competing priorities

change management, ensuring that business initiatives are completed and business objectives are achieved

Personal attributes:

flexibility, integrity, creative problem-solving, facilitation, business analysis, business process workflow modelling

highly motivated – critical thinking – strong sense of achievement

excellent interpersonal communication and organisational skills, comfortable communicating at all levels up to senior executives

self-starter; can work independently, using own initiative

can lead and contribute collaboratively in a dynamic team

business awareness, work to a deadline, excellent organisational skills

strong presentation skills – able to tailor for various audiences

passionate about continuous improvement driven by innovation

strong attention to detail and highly organised; can work on multiple projects

comfortable with change, ambiguity in a dynamic, fast-paced environment

quantitative and analytical skills, can collate and present results in a concise, creative and professional manner

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and are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. and do not accept unsolicited headhunter and agency resumes. and will not pay any third-party agency or company that does not have a signed agreement with or

Salesforce welcomes all.

Expected salary:

Location: Hyderabad, Telangana

Job date: Fri, 20 Nov 2020 04:31:17 GMT

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