Lead Salesforce System Analyst

The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

We are looking for system analyst and project manager to own our Salesforce Service Cloud platform. Specifically, the Lead Salesforce Service Cloud Analyst will work closely with the business systems team and key stakeholders to design and execute plans to enhance our Service Cloud capabilities, improve customer experience, and support operational efficiency of internal services teams. The right candidate will be able to understand our current setup and business objectives and be able to align our tools with best practices for Salesforce Service Cloud.

What your impact will look like here

• Lead and manage the functional designing, configuration, Quality Assurance and production deployment to support service automation
• Drive discussions and investigations regarding new Salesforce Service and Experience Cloud features and functionality, contribute to recommendations for process improvements and keep application users informed about system functionality and enhancements
• Work with key stakeholders to drive requirement gathering, defining, estimating, and shaping technical solutions using best practices
• Serve as a subject matter expert and champion in driving the industry best practices for evolution of the company’s Saleforce.com Service Cloud instance
• Communicate and work effectively with cross functional teams including Success, Support, Business Systems, and IT.
• Lead and manage the functional designing, configuration, Quality Assurance and production deployment to support service automation.
• Drive discussions and investigations regarding new Salesforce Service and Experience Cloud features and functionality, contribute to recommendations for process improvements and keep application users informed about system functionality and enhancements.
• Assist with development of test scripts and coordinate test efforts for post-sprint testing, UAT, regression testing, etc.
• Provide recommendations and assist in the creation of the strategic roadmap.
• Candidates should be comfortable with and follow change management and governance practices on all Granicus projects and tickets.

You will love this job if you have:

• 5+ years working with Salesforce products and 3+ years of direct experience working with Service and Experience Cloud

• Excellent understanding of Salesforce Service Cloud Functionality

• Experience of SDLC methodologies (Agile, SCRUM, other)

• Strong ability to manage stakeholders and drive projects to completion with a commitment to excellent customer service & strong focus on quality

• Highly developed written and verbal communication and interpersonal skills

• Strong attention to detail, goal-oriented & should know how to adapt to changing requirements

• Versatility, flexibility, and a willingness to work within constantly changing priorities

• Ability to work independently

• Success in dealing with company personnel at all levels

• Salesforce Certified Business Analyst or Platform Developer I or Salesforce Service Cloud Consultant

• Experience in designing and implementing SFDC cross-organization along with cross-instance integrations in support of multiple business process environments

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

The Team

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

The Culture

- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be

a part of our journey.

- A few culture highlights include – Employee Resource Groups to encourage diverse voices

- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and

sometimes difficult issues ranging from mental health to work-life balance and current affairs.

- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee

population

The Impact

- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.