About This Role
We are seeking a detail-oriented and highly organized Salesforce Operation Specialist to serve as the first point of contact for incoming requests within a global Shared Services organization.
In this role, you will be responsible for reviewing, triaging, classifying, and routing cases submitted through Salesforce to the appropriate functional teams. Your primary objective is to ensure every request enters the correct workflow from the start, improving operational efficiency, reducing duplicate cases, and supporting a seamless intake process across multiple business functions.
This is not a Salesforce Administrator role. Instead, the position focuses on operational case management, ticket routing, workflow coordination, and queue management.
What You Will Work On
- Serve as the first point of contact for requests received through Salesforce.
- Review and analyze incoming cases to understand the nature of each request.
- Perform triage by accurately classifying tickets according to established business processes.
- Route requests to the appropriate team or work queue.
- Validate that submitted requests contain sufficient information before routing.
- Monitor the operational flow of tickets to ensure proper workflow execution.
- Identify and minimize duplicate cases to improve operational efficiency.
- Support queue management and maintain an organized case intake process.
- Collaborate with Payroll, OTC/Collections, Cash Management, R2R/Accounting, and Shared Services Operations teams to ensure accurate ticket routing.
- Recommend and support continuous improvements in case management and workflow processes.
- Contribute to future workflow automation initiatives by maintaining consistent and accurate ticket classification.
- Help improve the overall user experience by ensuring requests reach the appropriate team the first time.
What You Will Bring
Required Qualifications
- 4 years of experience using Salesforce from an operational or end-user perspective.
- 4 years of experience with Case Management, Queue Management, Ticket Routing, and Workflow Support.
- Experience performing ticket triage, request classification, or operational case management.
- Strong analytical skills with the ability to interpret requests and determine the appropriate business process.
- Excellent organizational skills with strong attention to detail.
- Ability to prioritize and manage multiple requests in a fast-paced environment.
- Strong communication and collaboration skills to work effectively across cross-functional teams.
- Advanced English proficiency is a MUST
- Preferred Qualifications
- Experience working in Shared Services or Global Business Services (GBS) environments.
- Exposure to Finance or HR operational processes, including Payroll, Order to Cash (OTC), Cash Management, or Record to Report (R2R).
- Experience supporting ticketing, case management, or service operations within enterprise organizations.
- Continuous improvement mindset with an interest in workflow optimization and operational excellence.
What You Can Expect
- An inspirational place for you to do your best work, be engaged in meaningful ways, and continually develop the skills, competencies and qualities that set our team apart.
- Compensation commensurate with your qualifications, experience, and other factors including geographic location, market and operational factors.
- Total Rewards include: Medical, Dental, Vision, Life Insurance, Disability Insurance, 401(k) Savings Plan, Employee Stock Purchase Plan, Professional Development Program, Paid Time Off and Paid Sick Time (in geographies where legally required).
What We Do
At RGP, we're creating a future where businesses produce their best work without constraints. We've built a global network of over 2,600 experts across four regions, providing a comprehensive suite of solutions across on-demand talent, next-generation consulting, and outsourced services to support organizations at every stage of their growth journey. Trusted by Fortune 100 companies and emerging disruptors alike, we challenge conventional ways of working, drive growth, and pave the way for long-term success through bold innovation and fearless collaboration.
Our values guide everything we do and strengthen our commitment to people. By combining smart processes, human-centered design, and advanced technology, we celebrate our team's excellence and ensure we grow together. We believe in the power of continuous learning and development to drive both individual and organizational success. It’s time to rethink how work gets done. Dare to Work Differently® with RGP.
RGP is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information, veteran status, or any other legally protected trait and encourage all applicants to apply.
