Revenue AnalystManager

Operations Analyst will serve as a key contributor to the ongoing

support enhancement and optimization of HMHs Salesforce ecosystem. This role

focuses on Tier 1 support Sales Cloud and Service Cloud enhancements Case

Management and Services Scheduling through Field Service Lightning (FSL). The

analyst will collaborate with cross-functional teams to ensure business needs are met

with scalable efficient and user-friendly Salesforce solutions. This collaborative role

requires strong communication skills.

Key Responsibilities

Salesforce Support & Operations

Provide Tier 1 support across Salesforce modules including Sales Cloud Service

Cloud and FSL.

Triage and resolve user issues escalate Tier 2 / 3 cases as needed and maintain

documentation of resolutions.

Monitor system performance and user adoption identifying areas for

improvement.

Sales Cloud Enhancements

Support Opportunity Management workflows and automation.

Collaborate with Sales and RevOps teams to implement enhancements that

improve lead-to-cash processes.

Maintain templates campaigns and territory configurations.

Service Cloud Enhancements & Case Management

Manage and enhance case lifecycle workflows including routing escalation and

resolution.

Partner with Customer Service and Tech Support teams to optimize omni-

channel support and knowledge base integration.

Participate in roadmap grooming and sprint planning for Service Cloud

improvements.

Field Service Lightning (FSL) & Services Scheduling

Support scheduling logic and dispatch workflows for Professional Services

teams.

Ensure accurate resource allocation and appointment management within FSL.

Collaborate with stakeholders to refine service delivery models and scheduling

efficiency.

Business Analysis & Documentation

Gather and document business requirements for Salesforce enhancements.

Translate requirements into user stories and functional specifications.

Assist in UAT planning and execution and support change management efforts.

Collaboration & Governance

Participate in Salesforce Center of Excellence (COE) meetings and governance

calls.

Maintain alignment with Product Owners Delivery Leads and IT teams.

Contribute to quarterly strategy reviews and roadmap updates.

Qualifications

Required

3 years of hands-on experience with Salesforce Sales Cloud Service Cloud

and FSL.

Proven experience in Tier 1 support and case management workflows.

Strong understanding of Salesforce data models flows and automation tools.

Strong English Language Proficiency

Preferred

Salesforce Administrator or Service Cloud Consultant certification.

Familiarity with Agile methodologies and tools like JIRA and Confluence.

Key Skills

ASC 606,Hotel Experience,Hospitality Experience,GAAP,Accounting,Revenue Management,Pricing,Analysis Skills,Salesforce,SOX,ERP Systems,NetSuite

Employment Type : Full Time

Experience : years

Vacancy : 1