Jobs

    Senior Manager Salesforce Service Cloud - Hyderabad, India - Bristol Myers Squibb

    Bristol Myers Squibb
    Bristol Myers Squibb Hyderabad, India

    5 days ago

    Default job background
    Technology / Internet
    Description

    Desired Candidate Characteristics:

    • Have a strong commitment to a career in technology with a passion for healthcare
    • Ability to understand the needs of the business and commitment to deliver the best user experience and adoption
    • Able to collaborate across multiple teams
    • Demonstrated leadership experience
    • Excellent communication skills
    • Innovative and inquisitive nature to ask questions, offer bold ideas and challenge the status quo
    • Agility to learn new tools and processes

    Key Responsibilities:

    • Lead the process of gathering and analyzing business requirements from stakeholders to understand their needs and objectives. Translate these requirements into functional specifications and user stories.
    • Collaborate with stakeholders, architects, and developers to design Salesforce solutions that meet business requirements and align with best practices and industry standards.
    • Manage Salesforce projects from initiation to completion, including planning, scheduling, resource allocation, risk management, and stakeholder communication. Ensure projects are delivered on time, within budget, and to the required quality standards.
    • Provide leadership and guidance to a team of Salesforce Business Analysts. Mentor team members, assign tasks, and ensure their professional development.
    • Oversee the configuration and customization of Salesforce to meet business needs. This may include designing custom objects, fields, workflows, validation rules, process builder flows, and other Salesforce functionalities.
    • Coordinate the integration of Salesforce with other systems and applications within the organization's ecosystem. Ensure data consistency and integrity across integrated systems.
    • Develop test plans, conduct testing, and ensure quality assurance for Salesforce solutions. Perform user acceptance testing (UAT) and facilitate user training and adoption.
    • Maintain documentation of Salesforce configurations, customizations, processes, and best practices. Ensure that documentation is up-to-date and accessible to relevant stakeholders.
    • Stay updated on Salesforce platform updates, new features, and industry trends. Identify opportunities for process improvements and optimization of Salesforce solutions.
    • Build and maintain strong relationships with business stakeholders, IT teams, and external vendors. Communicate effectively with stakeholders to manage expectations and address concerns.
    • Ensure compliance with relevant regulations, data privacy laws, and organizational policies in Salesforce implementations. Establish governance frameworks and protocols for Salesforce usage.
    • Provide ongoing support and maintenance for Salesforce solutions, including troubleshooting issues, implementing enhancements, and addressing user inquiries.

    Qualifications & Experience:

    • At least 7-10 years of experience in Salesforce preferably in Pharma.
    • In-depth understanding of the Salesforce platform, including its various clouds (Sales Cloud, Service Cloud, Marketing Cloud, etc.), standard objects, custom objects, data model, security model, automation tools (such as Process Builder, Workflow Rules, and Flow), and integration capabilities.
    • Proficiency in gathering, analyzing, and documenting business requirements. Ability to translate business needs into technical specifications, user stories, and functional requirements.
    • Experience in managing Salesforce projects from initiation to completion. This includes project planning, scheduling, resource allocation, risk management, and stakeholder communication. Project management certifications such as PMP or Agile/Scrum certifications can be beneficial.
    • Strong leadership skills with the ability to lead and mentor a team of Salesforce Business Analysts. Experience in assigning tasks, providing guidance, and fostering professional development.
    • Ability to design Salesforce solutions that address business requirements and align with best practices and industry standards. This includes designing custom objects, fields, workflows, validation rules, and process automation.
    • Excellent communication skills, both verbal and written, with the ability to effectively communicate technical concepts to non-technical stakeholders. This includes conducting stakeholder meetings, facilitating workshops, and delivering presentations.
    • Strong analytical and problem-solving skills to identify issues, analyze root causes, and develop effective solutions. Experience in troubleshooting Salesforce issues and implementing enhancements.
    • Ability to collaborate effectively with business stakeholders, IT teams, developers, architects, and external vendors. Experience in building and maintaining strong relationships with stakeholders and managing their expectations.
    • A mindset of continuous learning and staying updated on Salesforce platform updates, new features, and industry trends. Participation in Salesforce community events, training programs, and certifications can enhance skills and knowledge.
    • Understanding of business processes and workflows across various departments (sales, marketing, customer service, etc.). Ability to align Salesforce solutions with business objectives and drive business value.
    • Experience in developing test plans, conducting testing (including user acceptance testing), and ensuring the quality of Salesforce solutions before deployment.
    • Proficiency in maintaining documentation of Salesforce configurations, customizations, processes, and best practices. Knowledge of compliance requirements, data privacy laws, and governance frameworks relevant to Salesforce implementations.

    BMS Hyderabad is an integrated global hub where our work is focused on helping patients prevail over serious diseases by building sustainable and innovative solutions. This important science, technology, and innovation center will support a range of technology and drug development activities that will help us usher in the next wave of innovation.

    #HYDIT #LI-Hybrid

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