Revenue AnalystManager
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Job Summary
Operations Analyst will serve as a key contributor to the ongoing
support enhancement and optimization of HMHs Salesforce ecosystem. This role
focuses on Tier 1 support Sales Cloud and Service Cloud enhancements Case
Management and Services Scheduling through Field Service Lightning (FSL). The
analyst will collaborate with cross-functional teams to ensure business needs are met
with scalable efficient and user-friendly Salesforce solutions. This collaborative role
requires strong communication skills.
Key Responsibilities
Salesforce Support & Operations
Provide Tier 1 support across Salesforce modules including Sales Cloud Service
Cloud and FSL.
Triage and resolve user issues escalate Tier 2/3 cases as needed and maintain
documentation of resolutions.
Monitor system performance and user adoption identifying areas for
improvement.
Sales Cloud Enhancements
Support Opportunity Management workflows and automation.
Collaborate with Sales and RevOps teams to implement enhancements that
improve lead-to-cash processes.
Maintain templates campaigns and territory configurations.
Service Cloud Enhancements & Case Management
Manage and enhance case lifecycle workflows including routing escalation and
resolution.
Partner with Customer Service and Tech Support teams to optimize omni-
channel support and knowledge base integration.
Participate in roadmap grooming and sprint planning for Service Cloud
improvements.
Field Service Lightning (FSL) & Services Scheduling
Support scheduling logic and dispatch workflows for Professional Services
teams.
Ensure accurate resource allocation and appointment management within FSL.
Collaborate with stakeholders to refine service delivery models and scheduling
efficiency.
Business Analysis & Documentation
Gather and document business requirements for Salesforce enhancements.
Translate requirements into user stories and functional specifications.
Assist in UAT planning and execution and support change management efforts.
Collaboration & Governance
Participate in Salesforce Center of Excellence (COE) meetings and governance
calls.
Maintain alignment with Product Owners Delivery Leads and IT teams.
Contribute to quarterly strategy reviews and roadmap updates.
Qualifications
Required
3 years of hands-on experience with Salesforce Sales Cloud Service Cloud
and FSL.
Proven experience in Tier 1 support and case management workflows.
Strong understanding of Salesforce data models flows and automation tools.
Strong English Language Proficiency
Preferred
Salesforce Administrator or Service Cloud Consultant certification.
Familiarity with Agile methodologies and tools like JIRA and Confluence.
support enhancement and optimization of HMHs Salesforce ecosystem. This role
focuses on Tier 1 support Sales Cloud and Service Cloud enhancements Case
Management and Services Scheduling through Field Service Lightning (FSL). The
analyst will collaborate with cross-functional teams to ensure business needs are met
with scalable efficient and user-friendly Salesforce solutions. This collaborative role
requires strong communication skills.
Key Responsibilities
Salesforce Support & Operations
Provide Tier 1 support across Salesforce modules including Sales Cloud Service
Cloud and FSL.
Triage and resolve user issues escalate Tier 2/3 cases as needed and maintain
documentation of resolutions.
Monitor system performance and user adoption identifying areas for
improvement.
Sales Cloud Enhancements
Support Opportunity Management workflows and automation.
Collaborate with Sales and RevOps teams to implement enhancements that
improve lead-to-cash processes.
Maintain templates campaigns and territory configurations.
Service Cloud Enhancements & Case Management
Manage and enhance case lifecycle workflows including routing escalation and
resolution.
Partner with Customer Service and Tech Support teams to optimize omni-
channel support and knowledge base integration.
Participate in roadmap grooming and sprint planning for Service Cloud
improvements.
Field Service Lightning (FSL) & Services Scheduling
Support scheduling logic and dispatch workflows for Professional Services
teams.
Ensure accurate resource allocation and appointment management within FSL.
Collaborate with stakeholders to refine service delivery models and scheduling
efficiency.
Business Analysis & Documentation
Gather and document business requirements for Salesforce enhancements.
Translate requirements into user stories and functional specifications.
Assist in UAT planning and execution and support change management efforts.
Collaboration & Governance
Participate in Salesforce Center of Excellence (COE) meetings and governance
calls.
Maintain alignment with Product Owners Delivery Leads and IT teams.
Contribute to quarterly strategy reviews and roadmap updates.
Qualifications
Required
3 years of hands-on experience with Salesforce Sales Cloud Service Cloud
and FSL.
Proven experience in Tier 1 support and case management workflows.
Strong understanding of Salesforce data models flows and automation tools.
Strong English Language Proficiency
Preferred
Salesforce Administrator or Service Cloud Consultant certification.
Familiarity with Agile methodologies and tools like JIRA and Confluence.
Key Skills
- ASC 606
- Hotel Experience
- Hospitality Experience
- GAAP
- Accounting
- Revenue Management
- Pricing
- Analysis Skills
- Salesforce
- SOX
- ERP Systems
- NetSuite
