Wolters Kluwer - Philadelphia, PA
posted 2 months ago
The Operations Specialist (OS) will play a crucial role in enhancing service delivery, improving operational efficiencies, and implementing system improvements within Salesforce. This position involves collaboration with various departments, including Product, Marketing, Finance, Sales, Fulfillment, Customer Service, Registered Agent, and IT teams. The OS will ensure that the company has the necessary Customer Relationship Management (CRM) tools to meet its goals effectively. The role may also involve leading projects that focus on service enhancements and operational efficiencies, making it essential for the OS to have a comprehensive understanding of Salesforce functionalities and business workflows. In this position, the OS will work closely with the Salesforce Administrator to deliver technical solutions that leverage existing business workflows and Salesforce capabilities. The OS will be responsible for resolving existing Salesforce requests by implementing proof-of-concept solutions in the Quality Assurance (QA) environment. Additionally, the OS will take ownership of new tickets as they enter the queue, ensuring timely and effective resolution of issues. The OS will identify and gather requirements from users and stakeholders, create new reports, and respond to ad hoc reporting needs. The role also includes designing, creating, and maintaining new fields and declarative automation within Salesforce. Data entry projects, such as building Quotes in Configure Price Quote (CPQ), will also be part of the responsibilities. Furthermore, the OS will manage user licenses by granting, removing, and maintaining them as necessary, and will produce supporting documentation when required.