Salesforce Systems Business Analyst

Overview

Cisco ThousandEyes is a Digital Assurance platform that empowers organizations to deliver flawless digital experiences across every network - even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues - before they impact end- user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

Your Impact

We are seeking a highly motivated and experienced Salesforce Business System Analyst to join our Customer Engineering team, which handles all post-sales related activities for our ThousandEyes customers. In this pivotal role, you will leverage your expertise in systems and process design to strategically optimize our Salesforce platform, driving significant business value and enhancing the overall customer experience.

You will be instrumental in translating complex business needs into robust, scalable solutions, ensuring our platform empowers the Customer Engineering team to operate with maximum efficiency and effectiveness. Your contributions will directly improve workflow automation, data integrity, and the strategic alignment of Salesforce capabilities with our evolving business objectives.

Responsibilities

• Drive the optimization of our Salesforce platform, with a specific focus on chat channels, by proactively identifying and resolving issues as they arise.
• Collaborate with business partners and technical teams to elicit and capture detailed business requirements, then design and propose innovative solutions to enhance the Salesforce platform's functionality.
• Manage the Salesforce change management process end-to-end, including planning, comprehensive testing, and seamless collaboration with the implementation team.
• Develop and maintain clear, comprehensive documentation for Salesforce processes, procedures, and policies to ensure consistency and knowledge transfer.
• Analyze Salesforce data to provide actionable insights into platform performance, identify key trends, and uncover opportunities for continuous improvement.
• Deliver effective training programs and provide ongoing support to Salesforce users, fostering adoption and proficiency across the Customer Engineering team.
• Proactively stay abreast of new Salesforce features and functionality, evaluating their potential impact and making strategic recommendations for their implementation to support evolving business objectives.
  
  

• At least 3 years of experience as a Salesforce Business System Analyst, with a focus on supporting chat channels.
• Knowledge of Salesforce configuration and customization, including workflows, process builder, and validation rules .
• Experience with Salesforce Lightning, Service Cloud, and Communities.
• Knowledge of chat support tools and platforms, such as LiveAgent, Zendesk, or similar.
  
  

• Salesforce certifications (e.g., Administrator, Advanced Administrator, Service Cloud Consultant) are a plus
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or similar.
• Superb communication and interpersonal skills, with the ability to work closely across multiple teams and partners.
• Strong analytical and problem-solving skills, with the ability to identify and resolve issues in a timely and efficient manner.
  
  

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.