SFDC Service Cloud Process Analyst

Trimble Inc.•Atlanta, GA

1d•Hybrid

About The Position

Optimize Global Support: SFDC Service Cloud Process Analyst Are you a strategic problem-solver who thrives on eliminating friction in customer journeys? Trimble is looking for an SFDC Service Cloud Process Analyst to revolutionize our global support ecosystem! You will bridge the gap between business strategy and technical execution, leveraging cutting-edge AI and Salesforce tools to drive operational excellence and ensure our customers receive world-class service every single day. About Us Trimble is a global technology company that connects the physical and digital worlds, transforming the ways work gets done. With relentless innovation in precise positioning, modeling and data analytics, Trimble enables essential industries including construction, geospatial and transportation. Whether it's helping customers build and maintain infrastructure, design and construct buildings, optimize global supply chains or map the world, Trimble is at the forefront, driving productivity and progress. AECO: The Trimble AECO segment provides digital construction solutions that increase precision and productivity for Architecture, Engineering, Construction, and Operations. What Makes This Role Great: In this role, you will be the primary architect of our customer support ecosystem, directly influencing global brand reputation by designing optimized digital journeys. You will have the unique opportunity to lead our AI strategy by overseeing the deployment of Agentforce (AI Agents), ensuring that every automation you build creates a tangible, positive impact for both our agents and millions of customers worldwide.

Requirements

3-5 years of experience in Business or Revenue Operations within a global SaaS environment.
Salesforce Certified Administrator and Service Cloud Consultant certifications are required.
Expert-level proficiency in Salesforce Flow and process mapping tools like Miro, Lucidchart, or Visio.
Proven ability to apply systems thinking to complex business problems, measuring the ROI of automation through time-savings and efficiency gains.
Strong global mindset with experience collaborating across diverse, international teams to drive digital transformation.

Nice To Haves

Certification in Lean Six Sigma, Agile, or Business Process Management (BPM).
Hands-on experience with Process Mining tools and advanced Service Cloud Analytics.
Previous experience in "conversation design" for AI bots and automated deflection strategies.

Responsibilities

Design and optimize future-state customer service workflows, identifying and eliminating process debt through sophisticated Salesforce automations.
Spearhead the deployment of Agentforce AI Agents, ensuring conversational designs and bot logic provide a seamless, helpful user experience.
Own the omni-channel routing logic to ensure global support cases are handled efficiently based on skill-matching and tier-based priority.
Provide deep root-cause analysis on key CX metrics like NPS and FCR, using data-driven insights to prescribe technical system enhancements.
Lead User Acceptance Testing (UAT) and change management initiatives to ensure technical builds meet process intent and enable smooth agent transitions.