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Are you the one
Inviting applications for the role of Business Analyst - Salesforce
The role requires understanding of Salesforce. The role also requires effective interpersonal skills for direct communication with clients, other support teams such as L2 and L3 teams as well as internal partners. The role also requires the applicant to optimally resolve, priorities or advance tickets based on rules as set up by the SOP. This is a team lead role and will require prior experience in leading teams. The applicant must also have good analytical skills to develop Root Cause Analysis and other analytics based on volumes of support and identify areas of improvement in productivity.
Responsibilities
Must have prior experience in leading teams and client facing roles
Monitoring of ticket queues
Investigate the issues/tickets & provide resolution or triage it and hand over to Next Level Support team if needed
Provide the Governance & Reporting function to the program
Assign and Prioritize the Issues/Requests
Continuously improves the health of the program by improving knowledge management & process upliftment
Identify Automation Opportunities and work with the team for Build and Implementation
Ability to develop reports on incident volumes, SLA compliance, Root Cause Analysis
Must have experience in Salesforce admin or support
Qualifications we seek in you
Minimum qualifications
Graduate/ Post Graduate
Preferred qualifications
BE/ B tech. / MCA / MSc. / BSc.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...