Cadastra

Salesforce Analyst – Service Cloud

Cadastra

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • Brazil

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Tech Stack

Cloud

About the role

  • 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

  • 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
  • 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 🚍
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SalesforceSalesforce Service CloudCase ManagementService ConsoleOmni-ChannelOmni SupervisorEntitlementsMilestonesSalesforce automationsProcess mapping
Soft Skills
communicationorganizationalautonomousdynamic environmentuser trainingsupportcontinuous improvement