Salesforce Analyst – Service Cloud

Cadastra

Salesforce Analyst responsible for managing Service Cloud functionalities and enhancing customer service operations. Involved in process mapping and ongoing improvements in a hybrid work environment.

Posted 4/13/2026full-timePorto Alegre • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Manage and evolve Salesforce Service Cloud, focusing on customer service, productivity, and governance;
Map processes and business rules, translating requirements into platform solutions;
Configure and maintain Cases, fields, page layouts, statuses, categories, and record types;
Design and enhance the Service Console to improve agent productivity;
Configure queues, routing, distribution, and prioritization of service requests;
Configure Omni-Channel and support operational supervision using Omni Supervisor;
Support the implementation and enhancement of native service channels such as email, chat, and portal/site;
Configure and refine SLAs, Entitlements, and Milestones;
Structure and maintain the Knowledge base;
Set up productivity tools such as Macros, Quick Text, templates, and standard communications;
Implement and maintain automations for triage, notifications, distribution, and process standardization;
Support integrations for accessing and querying service data;
Configure profiles, permissions, and access visibility;
Build and maintain operational reports and dashboards;
Provide user support, deliver functional training, and assist with platform adoption;
Work with business and technology teams to prioritize the backlog and continuously evolve the solution.

Requirements

What you’ll need

Strong experience with the Salesforce platform, working as a functional analyst, administrator, or consultant on CRM projects;
Experience with Salesforce Service Cloud;
Practical knowledge of:
- Case Management
- Service Console
- Queues, Assignment and Routing
- Omni-Channel / Omni Supervisor
- Knowledge
- Entitlements and Milestones
- Quick Text, Macros, and service templates
- Native reports and dashboards
- Profiles, Roles, Permission Sets, and access visibility
- Flows and native Salesforce automations
Experience in process mapping, requirements gathering, and translating business rules into the platform;
Strong communication with business stakeholders and technical teams;
Experience with support, continuous improvement, and user training;
Organized, autonomous, and able to operate in a dynamic environment.

Benefits

Comp & perks

Meal and food allowances 🥗
Health insurance 🩺
Dental plan 🦷
Caju benefits card 💳
Birthday day off 🎉
Extended maternity and paternity leave 🍼
Profit sharing (PPR) 💰
Life insurance 🧡
Childcare assistance 👶
Referral bonus 💰
Transportation voucher 🚍

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SalesforceSalesforce Service CloudCase ManagementService ConsoleOmni-ChannelOmni SupervisorEntitlementsMilestonesSalesforce automationsProcess mapping

Soft Skills

communicationorganizationalautonomousdynamic environmentuser trainingsupportcontinuous improvement