Principal Techforce Analyst



Multiple locations
Posted on Wednesday, May 29, 2024

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Enterprise Technology & Infrastructure

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Job Summary:

We are seeking a dynamic and experienced Principal Analyst, Techforce to join our team, supporting internal Salesforce employees with their IT Service needs. The ideal candidate will be passionate about enhancing the employee experience and committed to operational excellence. You will be responsible for process mapping, optimization, and driving new global initiatives that involve multiple stakeholders. Your expertise in ITSM tooling and technology improvements, particularly with Salesforce Service Cloud, will be crucial in advancing our service capabilities.

Key Responsibilities:

Customer Success:

  • Develop and implement strategies to improve the employee experience across all touchpoints.

  • Act as a customer advocate, ensuring that their needs and concerns are addressed in a manner that enhances satisfaction and retention.

  • Collaborate with cross-functional teams to identify opportunities for customer success and drive initiatives that foster long-term engagement.

Operational Excellence:

  • Conduct comprehensive process mapping to identify areas for improvement within the organization's workflows.

  • Lead process optimization projects, applying best practices to streamline operations and enhance efficiency.

  • Monitor and report on the effectiveness of process changes, adjusting strategies as necessary to achieve operational goals.

Project/Program Management:

  • Initiate and manage global projects, coordinating with multiple stakeholders to ensure successful delivery.

  • Apply project management methodologies to ensure projects are delivered on time, within scope, and on budget.

  • Facilitate communication across teams and departments, ensuring alignment and understanding of project objectives and progress.

ITSM Tooling/Technology Improvements:

  • Leverage your expertise in Salesforce Service Cloud and other ITSM tooling to drive improvements in IT service management.

  • Evaluate current ITSM tools and technologies, recommending enhancements that support business objectives.

  • Implement and oversee the integration of new ITSM solutions, ensuring they meet the needs of the organization and its customers.


  • Bachelor's degree in Business Administration, Information Technology, or related field.

  • Minimum of 5 years of experience in customer success, operations management, or a related role.

  • Proven track record of managing complex projects with multiple stakeholders in a global environment.

  • Strong understanding of ITSM principles and experience with ITSM tools, particularly Salesforce Service Cloud.

  • Excellent communication, leadership, and interpersonal skills.

  • Ability to analyze processes and data to drive improvements.

  • PMP or ITIL certifications.

We know that diversity brings success and because of this, we realize there are people with a wide range of experiences and backgrounds that can thrive in this role. If you know you’re the right person for the job, please apply and help us see how your talents and experience make you a perfect fit.


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