CCC Intelligent Solutions
Connect with This Employer:About the Company
CCC Intelligent Solutions is a market leader in cloud-based platforms for the insurance economy, serving more than 35,000 businesses including insurers, auto repairers, parts suppliers, and automakers. CCC empowers its customers with AI-driven technology that streamlines and enhances the claims and repair process, enabling people to get back on the road and to health faster. The company is known for its commitment to innovation, collaboration, and creating seamless digital experiences across the entire ecosystem.
About the Role
CCC is seeking an experienced Senior Salesforce Service Cloud Business Systems Analyst to lead the strategic application of Salesforce and related enterprise tools across multiple departments. This role plays a pivotal part in designing scalable CRM solutions, aligning business needs with technical capabilities, and driving process improvements through technology. You’ll collaborate with cross-functional teams across Service, Sales, Marketing, Product Development, and IT, serving as the key liaison to translate business needs into effective Salesforce Service Cloud and Sales Cloud configurations. This hybrid position requires presence in the Chicago office one day per week.
Key Responsibilities
- Act as the bridge between business users and technical teams for all Salesforce-related needs
- Gather and document business requirements, translating them into functional specifications and user stories
- Analyze current and future business workflows to identify optimization opportunities
- Design and support scalable Salesforce solutions, leveraging industry best practices
- Execute light configurations within Salesforce to support evolving business needs
- Oversee backlog management, prioritizing enhancements, defects, and project deliverables
- Support change management to ensure successful adoption of new processes and systems
- Collaborate with developers, administrators, and QA on system implementations
- Contribute to testing efforts, create test plans, and validate against requirements
- Facilitate governance meetings and provide regular project updates to stakeholders
- Drive continuous improvement through systems analysis and stakeholder engagement
Required Qualifications
- Bachelor’s degree in Information Systems, Business, Computer Science, or related field
- 7+ years of experience as a Business Systems Analyst or similar role
- 5+ years of hands-on experience with Salesforce Service Cloud, Sales Cloud, or Experience Cloud
- Strong business acumen and proven experience leading executive-level discussions
- Experience working with enterprise applications and system integrations
- Deep understanding of CRM processes, data models, and business systems
- Proficiency in Agile/Scrum methodologies
- Excellent problem-solving and communication skills
Preferred Qualifications
- Salesforce certifications (e.g., Salesforce Administrator, Advanced Administrator, Service Cloud Consultant)
- Experience with Service Cloud Voice (SCV), Omni-Channel setup, and case routing
- Familiarity with Einstein Conversation Insights, call transcriptions, and summaries
- Understanding of Salesforce objects for cases, contacts, and activities
- Knowledge of Amazon Connect, contact flows, and AWS services like Lex and Lambda
- Experience with integration platforms and data orchestration
- Proficiency in reporting tools such as Tableau, Power BI, or Salesforce Reports