Salesforce Systems Analyst (Service Cloud)

Summary

Join Granicus as a Salesforce System Analyst to support Service Cloud operations. You will collaborate with the Salesforce Solution Architect, Service Support Manager, and stakeholders to deliver and manage projects. Key responsibilities include requirement gathering, project coordination, documentation creation, Jira ticket management, Salesforce configuration maintenance, stakeholder liaison, impact analysis, release notes preparation, issue management, and agile participation. The ideal candidate possesses a Salesforce Certified Administrator certification, 5+ years of Salesforce Service Cloud experience, strong communication skills, and Agile/Scrum familiarity. Preferred skills include experience with Salesforce Experience Cloud, Knowledge Management, Service Voice, and AI integration. The role involves ensuring data privacy and security.

Requirements

• Salesforce Certified Administrator (required); additional certifications (Service Cloud Consultant, Experience Cloud Consultant, etc.) are a plus
• 5+ years of experience working with Salesforce Service Cloud, including hands-on configuration and/or business analysis
• Strong written and verbal communication skills in English
• Demonstrated experience working with stakeholders, managing expectations, and documenting clear business requirements
• Familiarity with Agile/Scrum, Jira, and Confluence (or similar tools)
• Ability to work independently during night shifts and proactively follow up on pending items
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Responsibilities

• Assist in requirement gathering, scoping, and documentation of Salesforce Service Cloud projects (e.g., new voice flows, email templates, design)
• Support project coordination across internal teams and business units, ensuring clear task ownership and timely follow-up
• Create and maintain structured documents, diagrams, and user stories to support delivery
• Help triage, analyze, and prioritize incoming Jira tickets; align with the Manager to categorize based on business impact
• Maintain and support Salesforce configurations, especially for Experience Cloud, Knowledge, Case Management, Service Voice, Einstein Bot, Agent Force (desired), Omni-Channel, and Entitlements
• Serve as a liaison between the technical team and business stakeholders across time zones to ensure clear understanding and execution of solutions
• Conduct basic impact analysis, prepare release notes, and assist in UAT coordination
• Monitor and help manage escalations, customer-reported issues, and email-to-case or system behavior anomalies
• Participate in backlog grooming, sprint planning, and other agile rituals as required

Preferred Qualifications

• Experience with Salesforce Experience Cloud, Knowledge Management, Service Cloud, Omnichannel, among others
• Knowledge in voice solutions in Salesforce (Service Voice, Amazon Connect, etc.)
• Comfortable creating diagrams (e.g., Lucidchart, draw.io ) and writing business-facing documentation
• AI integration knowledge is a strong plus, especially if familiar with Salesforce AI features or leveraging metadata/taxonomy for enhanced search, routing, or content recommendations

Benefits

We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand