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SFDC Functional Analyst

Job

E-Solutions Inc.

Wendell, NC (In Person)

Full-Time

Posted 2 weeks ago (Updated 2 days ago) • Actively hiring

Expires 7/3/2026

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Job Description

SFDC Functional Analyst (Wendell, NC) | 05/21/26
Job Description Role:
SFDC Functional Analyst
Location:
Wendell, NC
KEY RESPONSIBILITIES
1 SieOps Configuration & Administration
  • Own day-to-day Salesforce Service Cloud administration across all three support tracks — case queues, routing rules, assignment logic, entitlement records, and milestone configuration
  • Configure and maintain SLA milestones and escalation rules aligned to the P1-P4 priority framework defined in each track's SOW
  • Manage user profiles, roles, permission sets, and access provisioning for agents and Client stakeholders
  • Administer Salesforce Knowledge — article publishing workflows, approval processes, article types, and data categories across product lines
  • Support subscription management and asset tracking configurations within SieOps for Electrification X customer onboarding
  • Perform SFDC data clean-up, deduplication, and validation as a prerequisite for Customer Portal customer access grants 3 Reporting, Dashboards & Operational Insights
  • Build and maintain SieOps dashboards and reports that surface real-time service health for each track — FCR rates, SLA breach rates, CSAT scores, case aging, and ticket volume trends
  • Configure and maintain KPI tracking views in Salesforce for use in weekly check-ins, monthly service reviews, and QBRs with Client
  • Support the Data & Insights Analyst in surfacing proactive signals — at-risk orders, repeat ticket patterns, installed base anomalies — using SFDC data
  • Produce the monthly Salesforce operational health summary 4 Process Improvement & User Story Development
  • Identify inefficiencies in existing SieOps workflows — case handling, knowledge access, escalation paths, queue management — and document improvement recommendations
  • Translate improvement findings into formal SFDC user stories with acceptance criteria, effort estimates, and priority recommendations for Client stakeholder review
  • Support the Journey & Process Consultant in mapping EA support workflows, with specific focus on how Salesforce objects, fields, and automations reflect (or fail to reflect) the target process
  • Maintain a running SFDC improvement backlog; present prioritized items at monthly service reviews
  • Work with Partner to ensure post-MVP portal feature development is informed by SieOps usage data and agent feedback 5 Agent Enablement & Quality SFDC Functional Analyst1SFDC United States