Business Systems Analyst 2

Twilio Inc.

Job Overview

Location

Remote - India

Job Type

Full-time

Full Job Description

📋 Description

• Join Twilio Inc. as a Salesforce Systems Administrator 2, a pivotal remote role based in India, dedicated to empowering our North America and Latin America Sales organizations with robust Salesforce solutions.
• In this critical position, you will be instrumental in ensuring the seamless operation and continuous enhancement of our Salesforce ecosystem, specifically focusing on Salesforce CPQ (Configure, Price, Quote), OLM (Order Lifecycle Management), and multiple Salesforce instances.
• Your primary objective will be to maintain high levels of process integrity and system stability, directly supporting the intricate business processes that drive our sales operations and revenue generation.
• You will be the go-to expert for managing user access and permissions, meticulously handling Salesforce user setup, defining roles, profiles, and ensuring appropriate security settings are in place to safeguard our sensitive data.
• A key responsibility involves overseeing the Salesforce case management system, diligently ensuring that all Service Level Agreements (SLAs) and response time targets are consistently met, providing timely and effective support to our users.
• You will be responsible for the day-to-day maintenance of critical Salesforce components, including page layouts, workflows, validation rules, and approval processes, ensuring they align with evolving business needs and best practices.
• This role serves as the primary escalation point for advanced Salesforce user requests, requiring you to delve into complex issues and provide expert-level solutions.
• You will play a crucial role in troubleshooting and resolving intricate CPQ and multi-instance Salesforce issues, diagnosing problems, and implementing effective fixes to minimize disruption.
• A significant part of your role will involve the configuration and ongoing maintenance of Salesforce CPQ, including managing product catalogs, defining pricing rules, implementing discounting strategies, and overseeing approval workflows.
• You will provide essential support for OLM processes, ensuring the smooth handling of orders, renewals, cancellations, and the accurate triggering of billing processes.
• A vital aspect of this role is ensuring the integrity and accuracy of data synchronization between Salesforce and our critical ERP/Billing systems, maintaining a single source of truth.
• You will foster strong collaborative relationships with key internal stakeholders, including Sales Operations, Finance, IT, and Product teams, working together to achieve shared objectives.
• You will be proactive in recommending and implementing process automation opportunities, driving continuous improvement initiatives across the Salesforce platform.
• Your contributions will extend to supporting User Acceptance Testing (UAT) cycles, assisting with deployments, and developing comprehensive user training materials to enhance adoption and proficiency.
• This role offers a unique opportunity to be at the forefront of Twilio's communication revolution, leveraging AI to enhance our hiring processes while maintaining a human touch, ensuring fairness and transparency.
• You will be part of a remote-first, globally inclusive team that values diverse experiences and fosters a strong culture of connection, making a tangible impact each day.
• Twilio empowers developers and businesses worldwide with innovative communication solutions, and your role as a Salesforce Systems Administrator is integral to supporting the sales engine that makes this possible.
• Embrace the opportunity to shape your career at Twilio, where your growth and development are in your own hands, supported by a company that believes in unleashing your full potential.
• Contribute to Twilio's mission of revolutionizing how the world interacts by ensuring our internal sales systems are optimized and efficient.
• This position is ideal for a proactive problem-solver who thrives in a dynamic environment and is eager to contribute to a company that thinks big and encourages initiative.

🎯 Requirements

• 3+ years of experience as a Salesforce Administrator, specifically with Sales Cloud.
• Possess a Salesforce Administrator certification (ADM-201).
• Demonstrated strong expertise in Salesforce CPQ administration and configuration.
• Solid understanding of the Salesforce data model, sharing rules, and security principles.
• Proven experience troubleshooting complex integrated system issues.

🏖️ Benefits

• Competitive compensation package.
• Generous paid time off.
• Ample parental and wellness leave.
• Comprehensive healthcare coverage.
• Retirement savings program.
• Opportunities for professional development and growth within a leading tech company.

Skills & Technologies

Remote

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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