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Salesforce Service Cloud Business Analyst

Date: Feb 11, 2021

Location: Nashville, TN, US, 37228

Company: A. O. Smith Corporation

Company / Location Information

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation (NYSE: AOS) is at the center of the trend. We are a $3 billion company with over 140 years of history and 15,000+ employees. Our emphasis is on hot water and clean water; we are one of the world’s largest manufacturers of residential and commercial water heating equipment as well as a supplier of water purification products in a number of emerging countries.

With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, we have the reach to serve customers worldwide. A. O. Smith is committed to continuous improvement and maintaining a culture that values and respects our employees.  Recognized by The Tennessean as one of the top Nashville Workplaces, we have programs in place to help our team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build an amazing career at A. O. Smith.

This role is located in our modern Nashville Metro Center office, located just minutes from downtown with easy interstate access and free parking.

Role Specific Responsibilities

  • Provide ongoing support to Salesforce users across A. O. Smith
  • Primary focus is Service Cloud, but the Analyst may also work with Marketing Cloud, Pardot, Commerce Cloud, and Five9
  • Serve as the liaison between the internal and external customers and the technical teams
  • Build strong relationships with business users and stakeholders that use Salesforce throughout A. O. Smith
  • Develop a deep understanding of A. O. Smith business processes and strategy through collaboration and regular engagement with key stakeholders and process owners
  • Advises on business requirements and solution options, bridging the gap between people, process, and technology
  • Gather and document systems and process requirements through meetings, workshops, site visits, and job shadowing; create and maintain documentation on Salesforce business processes
  • Critically evaluate information gathered from multiple sources, break high-level requirements into details, and distinguish user requests from underlying needs
  • Understand non-Salesforce business systems such as SAP and internal portals and their interaction with Salesforce
  • Collaborate with Salesforce Administrators and SAP architects and business analysts to ensure end-to-end process integration and consistency
  • Support completion of incidents and enhancement requests and keep users up to date on status

Qualifications

  • Bachelor's degree preferred or equivalent work-related experience with a minimum education requirement of HS Diploma or GED equivalent
  • Salesforce Administrator Certification
  • 3+ years of work experience with Salesforce Service Cloud
  • Project management experience, ideally including use of agile methodology
  • Continuous improvement capabilities
  • Well-developed written and verbal communication skills and the ability to interact professionally with a diverse group from technical experts to business users to executives
  • Experience conducting business requirements workshops and driving process discussions
  • Ability to troubleshoot system issues and to coordinate with other process experts to resolve integrated issues
  • Ability to identify and cultivate relationships with key stakeholders representing customer service, call center, marketing, and sales functions across the organization
  • Demonstrated critical thinking and problem-solving skills, with strong attention to detail
  • Naturally curious with a love of learning, and demonstrated application of new learning

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.


Nearest Major Market: Nashville

Job Segment: Business Analyst, Cloud, ERP, SAP, Project Manager, Finance, Technology