Salesforce - Service Delivery Analyst

Ibex, for one of its global clients, is seeking a Service Delivery team member with a Salesforce background to join its team. The role supports the implementation and enhancement of Insite/ServiceNow, including UAT participation, demos, and transition from Salesforce. It manages incidents across Insite/ServiceNow, Telx SFDC, and Oracle by troubleshooting, resolving, and escalating issues as needed. The position also involves communicating system changes, maintaining documentation, guiding team members, monitoring KPIs, and updating project status in SFDC.

Key Responsibilities:

• Contribute to Insite/ServiceNow demos, participate in UAT sessions, and assist project management during the Salesforce-to-ServiceNow transition, ensuring duplicate tasks are completed in both systems during the interim phase.
• Provide post go-live support by assisting new users, managing incidents, and submitting enhancement requests based on user feedback.
• Receive, log, classify, and monitor incidents across Insite/ServiceNow, Telx SFDC, and Oracle Order Management, investigate and interpret issues, advise users, and escalate unresolved problems when required.
• Act as the routine contact point for support requests, provide troubleshooting assistance and technical updates, and allocate unresolved cases to higher-level support teams.
• Communicate system and process changes to impacted teams, maintain documentation, guide team members on new workflows, and respond to day-to-day operational queries.
• Run and analyze KPI and performance reports from ServiceNow, SFDC, and Oracle, including issues, order volume, and product-specific data points, and monitor service delivery systems.
• Participate in daily meetings, update SFDC cases with documents, and maintain accurate project status records based on ServiceNow project progress.

Skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, with strong knowledge of Salesforce (SFDC), ServiceNow, and Oracle Order Management systems.
• Experience in UAT participation, system demos, project transitions (Salesforce to ServiceNow), and creating enhancement requests based on user feedback.
• Proficiency in incident management including logging, classifying, troubleshooting, resolving, escalating issues, and providing first-line investigation and diagnosis.
• Skilled in communication and documentation, including explaining system/process changes, preparing workflows, guiding team members, and supporting daily operational queries.
• Competence in KPI reporting, data analysis, and performance monitoring using ServiceNow, SFDC, and Oracle, with strong problem-solving, troubleshooting, and stakeholder management abilities.