Job Description
Job Description
Salesforce Service Cloud Business Analyst
Job Level: Senior, 6-month contract
Job Summary
As we continue to expand and enhance our use of Salesforce, we are seeking a Senior Salesforce Business Analyst with deep expertise in Service Cloud to support a critical customer support transformation project over the next 6 months.
In this role, you will work closely with cross-functional teams to analyze, design, test and support enhancements to our Salesforce Service Cloud environment. This role is ideal for an experienced analyst with a deep understanding of Service Cloud functionalities and proven track record of collaborating with various functional teams. You will serve as the liaison between business stakeholders and the Salesforce technical team, focusing on process improvement, automation, and user experience within the Service Cloud environment.
Essential Functions
Gather, document, and analyze business requirements for enhancements within Salesforce Service Cloud. Translate requirements into detailed user stories, acceptance criteria and functional specifications.
Understand current customer support processes and identify areas for optimization or automation.
Collaborate with business and technical teams to design robust and scalable solutions for case management, omni-channel routing, knowledge base, entitlements, and service analytics.
Coordinate and support UAT and change management efforts.
Ensure alignment of system design with Service Cloud best practices.
Monitor system performance and drive continuous improvements post-deployment.
Partner with key stakeholders to develop training materials and user documentation.
Knowledge, Skills & Abilities
Salesforce certifications such as Service Cloud Consultant, Business Analyst, or Administrator strongly preferred
Experience working with Jira, Confluence, and Agile methodologies
Experience with integrations between Salesforce and other enterprise systems (SAP, Vonage, AI tools, etc.)
Minimum Education and Work Experience Required
BS degree in Business, Information Systems, Computer Science, or related field.
5+ years of experience as a Salesforce Business Analyst or Consultant.
3+ years of hands-on experience with Salesforce Service Cloud, including case management, workflows, omni-channel support, entitlements, SLAs, and reporting.
Strong experience in documenting business requirements and translating them into technical deliverables.
Excellent communication skills and comfort working with both technical and business stakeholders.
Ability to work independently and hit the ground running in fast-paced environments