{"id":1807972,"url":"https://alion.io/job/capgemini-funcional-salesforce-service-cloud-analyst","title":"Funcional Salesforce Service Cloud Analyst","company":{"id":145,"name":"Capgemini","domain":"capgemini.com","url":"https://alion.io/company/capgemini","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":80,"open_postings":1850,"ghost_share":0.001,"stale_share":0.8,"repost_share":0.009,"time_to_fill_p50_days":28,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lisbon, Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Azure DevOps","optional":false},{"name":"Jira","optional":false},{"name":"Scrum","optional":false},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-07-01T18:36:20Z","employer_posted_date":"2026-07-01","last_verified_at":"2026-10-29T03:32:39Z","board_verified":true,"closed_at":null,"days_open":119,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":119},"description":"Funcional Salesforce Service Cloud Analyst\nChoosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.\nYOUR ROLE\nIn this role, you should expect too:\nGather, analyze, and document business requirements, working closely with Customer Service, Support, and Contact Center stakeholders.\nTranslate business needs into clear functional specifications and user stories for technical teams.\nDesign and optimize customer service processes, customer journeys, and overall Service Cloud solutions.\nSupport solution validation through UAT, functional testing, and user acceptance activities.\nDrive user adoption by creating functional documentation, user guides, and training materials.\nContribute to continuous platform improvement initiatives while working within Agile/Scrum delivery frameworks.\nYOUR PROFILE\n4+ years of experience as a Functional Analyst or Salesforce Consultant, with a strong background in Salesforce Service Cloud implementations.\nProven expertise in requirements gathering, business analysis, and functional solution design.\nSolid knowledge of Service Cloud capabilities, including Case Lifecycle Management, Flow Builder, Reports & Dashboards, and object/layout configuration.\nBasic understanding of Salesforce data models and integrations/APIs, with experience using tools such as Jira and Azure DevOps.\nStrong communication skills, with the ability to translate business requirements into effective functional solutions.\nAnalytical, customer-focused, and proactive professional, capable of managing multiple stakeholders and driving continuous improvement initiatives.\nWHAT YOU'LL LOVE ABOUT WORKING HERE\nAt Capgemini Portugal we have a flexible and dynamic work environment. Flexibility enables a better work-life balance and gives more flexibility to the employee to manage the working hours, as well if he works at the office or remotely, according with the company’s hybrid work policy;\n\nWe have local programs that promote people growth, reskill and new skills development (Career Acceleration Programs);\n\nWe promote an empowering environment with autonomy and peers' relationships among the top scores of our Monthly Employees' feedback;\nNext to this, we also offer an attractive compensation package and benefits such as Health and Life insurance, as well as Referral program with bonuses for talent recommendations and other fringe benefits according with our partnerships in force.\n\nCapgemini Portugal is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, as well as employment offers and promotions made according with competence and ability or performance, respectively.\n\nABOUT CAPGEMINI\nCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. 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