Lead Analyst, Service Cloud (Sales Force)--REMOTE

Department: Business Systems Analyst

Req ID: R33304

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Lead Analyst, Service Cloud (Sales Force)--REMOTE

  • Bangalore, India
  • Full time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

Job Description:

We have an immediate need for a Lead Analyst, Service Cloud (SalesForce) to join our team in BENGALURU office or work REMOTE.

The Senior Service Cloud Analyst serves Citrix by supporting Customer Relationship Management and Sales Force Automation systems and processes.  In this capacity, it will be necessary to provide system support which may include software optimization, configuration, and maintenance.   Responsible for providing assistance to the Services organization to improve overall efficiency and increase adoption.   

Primary Duties / Responsibilities:

  • Independently lead projects and manage multiple priorities and manage expectations of stakeholders. As a lead, translate business requirements into functional solutions and build solutions via configurations. Work closely with business, sales systems offshore team and IT to provide solutions to complex business needs.
  • Consistently demonstrate the ability to influence stakeholders on design, solution and business process
  • Provide governance and best practices/standards supporting the full application development life cycle. Keeps abreast of new platform features, releases, industry best practices etc. with ability to translate these capabilities to solve business challenge relative to our environment.
  • Hands on develop and configure changes in Salesforce: design elegant, innovative Salesforce solutions involving: configuration of Salesforce and managed Packages.
  • Coach, guide and mentor others in the team. Track deliverables and communicate their status to teams. Partnering with other IT and Salesforce team members on deployment.
  • Proactively identifying opportunities for operational efficiency, obtaining leadership buy-in and leading the execution.
  • Demonstrate proficient level of business acumen to identify and communicate impacts to departmental stakeholders and/or other platforms or business process owners
  • Independently manage day to day work assignment, completions, follow-up and related deliverables. Raising any issues to management attention with independence and correct degree of judgement/urgency.
  • Work with Services organization to understand changing requirements and implement systems and data changes as necessary.
  • Ensure that sales-impacting enhancement requests are effectively qualified, prioritized and executed.
  • Maintain user groups, roles and access rights, custom fields, record types and page layouts in Salesforce.com.   
  • Maintain changes to standard and custom fields, page layouts and record types.
  • Maintain, enhance and create Flows, functions and configurations and provide system administration of the Salesforce.com environment. 
  • Participate in new projects and work with business and technical team members on initiatives which may involve process improvements, system enhancements, or the development of new applications or software.
  • Create new advanced reports reporting capabilities and respond to ad-hoc reporting requests.
  • Provide training and coaching in the use of sales force automation and CRM systems.   Identify training and development gaps and create plans to address.   
  • Participate in New Hire Orientation presentations.
  • Coordinate in user acceptance testing as needed.  Help define best practices.

Qualifications and Requirements:

  • Bachelor's Degree in Information Systems or Business Administration, or equivalent combination of experience and education. 
  • 6-8 years of Service Cloud experience.
  • Service Cloud Certifications required
  • Experience with Customer Relationship Management and Sales Force Automation systems required.  
  • Advanced level of expertise using Microsoft Office suite.
  • Must be comfortable supporting large user base and able to maintain professional demeanor when dealing with distressed users.
  • Must be comfortable working under pressure to meet deadlines and when providing status to varying levels of management.
  • Ability to understand complex business problems and deliver solutions focused on technological improvements and increasing process efficiency. 
  • Pays attention to detail; instills quality in all deliverables.
  • Confers with business partners to analyze current operational procedures, create use cases and identify problems.
  • Outstanding oral and written communications skills; excellent presentation skills; ability to lead meetings internally and externally.
  • Develop and execute on communication and training strategy. 
  • Proven ability to develop and maintain global virtual relationships.  
  • May lead cross-functional or virtual teams with multiple projects and tasks.
  • Demonstrates initiative, enthusiasm, poise and presence.
  • Ability to work effectively with a variety of organization, management levels, cultures, and personalities.
  • Ability to handle multiple tasks simultaneously, manage conflicting priorities and to complete assignments under aggressive time constraints independently.

Functional Area:

Business Systems Analyst


What you’re looking for:

Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits

We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

At this time, we are requiring personnel entering a Citrix office, traveling for business or attending a Citrix event to be fully vaccinated against COVID-19. If you choose to remain unvaccinated based on a specific medical need or a sincerely held religious belief and need to access our offices, Citrix will work with you to provide you with reasonable accommodation where possible. Learn more about our COVID-19 policies.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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