[Hiring] Service Cloud PM/PA @Rootshell Enterprise Technologies, Inc.

Role Description

We are seeking a detail-oriented and highly organized Service Cloud PM/PA to support ongoing Salesforce Service Cloud initiatives by managing project intake, coordinating requirements, and assisting Product Managers in delivering scalable customer service solutions. This role will work closely with business stakeholders, product owners, architects, and development teams to break down business requests into actionable user stories and delivery plans.

The ideal candidate has strong business-level knowledge of Salesforce Service Cloud, familiarity with Data Cloud concepts, and experience using collaboration platforms such as Slack in Agile environments.

Key Responsibilities

• Project Coordination & Intake Management
  • Support Product Managers and Program Leads in managing incoming enhancement requests and project intake processes.
  • Coordinate requirement-gathering sessions with business and technical stakeholders.
  • Organize and track project deliverables, dependencies, timelines, and action items.
  • Maintain intake queues, backlog prioritization, and project documentation.
• Requirements Analysis & User Story Development
  • Analyze business requests and break them down into:
    • User stories
    • Functional requirements
    • Acceptance criteria
    • Process flows
    • Release tasks
  • Work with Scrum teams to clarify requirements and remove ambiguities.
  • Ensure requirements align with Service Cloud platform capabilities and business objectives.
• Salesforce Service Cloud Support
  • Support initiatives related to:
    • Case Management
    • Omni-Channel Support
    • Service Console
    • Knowledge Management
    • SLA workflows
    • Customer support automation
    • Portal enhancements
  • Collaborate with admins and developers on feature implementation and testing activities.
  • Participate in UAT coordination and defect tracking.
• Data Cloud & Customer Data Collaboration
  • Assist with projects involving:
    • Customer data unification
    • Data segmentation
    • Customer journey insights
    • Service analytics
  • Coordinate with Data Cloud teams to ensure accurate business mapping and reporting requirements.
  • Help document data integration and customer profile use cases.

Qualifications

• Strong business-level knowledge of Salesforce Service Cloud.
• Familiarity with Data Cloud concepts.
• Experience using collaboration platforms such as Slack in Agile environments.

Company Description

Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US.