IT Product Ops Analyst - Salesforce Service Cloud

San Francisco, CA

Who We Are

At Twitter our IT Enterprise Applications team focuses on implementing and supporting applications to help our internal customers meet their operational needs. We are responsible for establishing processes for continual improvement, guiding administration, and partnering with multiple stakeholders on a project-to-project basis. Our mission is to keep our business running effectively while maintaining a healthy application environment.

What You’ll Do

To strengthen our growing team, we are looking for a product operations analyst focused on Customer Support applications & processes with a background in project management and implementing and supporting support applications through full system implementation life-cycles (analyze, design, build, test, implement, support). In this capacity you will be working closely with IT Product Managers, Engineering, and Support Operations to deliver excellent results.

Who You Are

You are a Service Cloud expert who has done multiple implementations in the past. You have outstanding interpersonal skills, are an analytical thinker, and great at navigating complex issues. You have experience working with a growing team, and you thrive in a fast paced environment.

If this sounds like you, you probably have experience with:

  • Delivering projects and systems enhancements utilizing Agile SCRUM methodology: conducting user interviews; evaluating as-is processes; writing / validating user stories; application testing, and identifying & resolving issues
  • Collaborating with other IT teams and business units to manage technical delivery of multiple projects
  • Planning and monitoring of project phases and tasks
  • Identifying and managing of issues impeding project goals and recommending alternative solutions to ensure objectives and timelines are met
  • Serving as a functional expert in assigned areas of responsibility
  • Administering Salesforce based cloud application solutions
  • Contributing to the design of overall system functionality to meet the needs of the business and improve processes
  • Excellent communication (verbal and written) and an ability to effectively communicate with both business and technical teams

Requirements

  • BA/BS in Engineering, Computer Sciences, or Business Administration desired
  • 3+ years of Salesforce.com enterprise wide experience
  • Salesforce Service Cloud Consultant Certified
  • Experience implementing Salesforce Service Cloud solutions in a customer-facing role
  • Experience working within an Agile environment
  • Excellent analytical and problem solving skills

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment applicants with arrest and conviction records.

Engineering Hiring Process

Step 1

Once your application is received, a recruiter will reach out pending your qualifications are a match for the role.

Step 2

If your background is a match, you may have 1-2 technical phone interviews or be given the chance to provide a work sample depending on the role.

Step 3

If the phone interviews go well or your work sample is strong, the final step includes interviews with 5-6 people held onsite in our office.

Application

Personal Information

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U.S. Equal Employment Opportunity Information  (Disclosure is voluntary. If you do not wish to disclose, please select "Withold/Decline to Disclose")

At Twitter, we have a bold aspiration to reach every person on the planet. We believe that goal is more attainable with a team that understands and represents different cultures and backgrounds and we are committed to an inclusive and diverse Twitter.

This is where you come in! Please take a few minutes to provide us with your information. You are not required to provide this information and you may select “Decline to Disclose”. Your decision to provide information (or not) will not affect your employment or opportunities at Twitter.

Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

You can view the ‘EEO is the Law’ poster here.

Twitter does not accept any unsolicited resumes from recruiting agencies and will not pay fees associated with any such resumes. Agencies, please do not send resumes to any Twitter location, employee, or email address.

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