Salesforce Systems Analyst (Service Cloud)

•  We are looking for a detail-oriented and proactive Salesforce System Analyst to support our Service Cloud operations. This role is ideal for someone who has hands-on Salesforce experience, strong stakeholder engagement skills, and a passion for organizing and driving cross-team initiatives.  
• You will work closely with the Salesforce Solution Architect and Manager for Service Support, and business stakeholders across departments to support delivery, scoping, and project administration for ongoing enhancements and strategic initiatives. 

• Assist in requirement gathering, scoping, and documentation of Salesforce Service Cloud projects (e.g., new voice flows, email templates, design). 
• Support project coordination across internal teams and business units, ensuring clear task ownership and timely follow-up. 
• Create and maintain structured documents, diagrams, and user stories to support delivery. 
• Help triage, analyze, and prioritize incoming Jira tickets; align with the Manager to categorize based on business impact. 
• Maintain and support Salesforce configurations, especially for Experience Cloud, Knowledge, Case Management, Service Voice, Einstein Bot, Agent Force (desired), Omni-Channel, and Entitlements. 
• Serve as a liaison between the technical team and business stakeholders across time zones to ensure clear understanding and execution of solutions. 
• Conduct basic impact analysis, prepare release notes, and assist in UAT coordination. 
• Monitor and help manage escalations, customer-reported issues, and email-to-case or system behavior anomalies. 
• Participate in backlog grooming, sprint planning, and other agile rituals as required. 

• Salesforce Certified Administrator (required); additional certifications (Service Cloud Consultant, Experience Cloud Consultant, etc.) are a plus. 
• 5+ years of experience working with Salesforce Service Cloud, including hands-on configuration and/or business analysis. 
• Strong written and verbal communication skills in English. 
• Demonstrated experience working with stakeholders, managing expectations, and documenting clear business requirements. 
• Familiarity with Agile/Scrum, Jira, and Confluence (or similar tools). 
• Ability to work independently during night shifts and proactively follow up on pending items. 

• Experience with Salesforce Experience Cloud, Knowledge Management, Service Cloud, Omnichannel, among others. 
• Knowledge in voice solutions in Salesforce (Service Voice, Amazon Connect, etc.). 
• Comfortable creating diagrams (e.g., Lucidchart, draw.io) and writing business-facing documentation. 
• AI integration knowledge is a strong plus, especially if familiar with Salesforce AI features or leveraging metadata/taxonomy for enhanced search, routing, or content recommendations. 

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.  

Closing from Default - All locations

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! 

Security and Privacy Requirements

-     Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

-     Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

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.