Overview
On Site
$60 - $65
Contract - W2
Contract - Independent
Contract - 12 Month(s)
Skills
Service Cloud
Business Analyst
Job Details
Job Title: Service Cloud Business Analyst
Location: Chicago, IL /Alameda, CA ( 5 Days Onsite)
Job Summary:
We are seeking an experienced Service Cloud Business Analyst to support Salesforce Service Cloud implementations and enhancements. The ideal candidate will gather and translate business requirements into functional specifications, collaborate with cross-functional teams, and ensure successful deployment of Service Cloud solutions that improve customer service operations and user experience.
Key Responsibilities:
- Gather, analyze, and document business requirements related to Salesforce Service Cloud (Case Management, Omnichannel, Knowledge, Entitlements, SLAs, etc.).
- Work closely with business stakeholders, product owners, and technical teams to define user stories, acceptance criteria, and process flows.
- Partner with Salesforce administrators and developers to translate requirements into scalable solutions.
- Support UAT, regression testing, and production deployment of new Service Cloud features.
- Develop detailed process documentation, data flow diagrams, and system interaction maps.
- Identify gaps and recommend process or system improvements to enhance service delivery.
- Collaborate in Agile/Scrum ceremonies (sprint planning, backlog grooming, retrospectives).
- Ensure alignment with CRM strategy and best practices in Salesforce Service Cloud.
Required Skills & Experience:
- 5+ years of experience as a Business Analyst, with at least 2+ years in Salesforce Service Cloud projects.
- Strong knowledge of Service Cloud capabilities Case Management, Omnichannel, Service Console, Entitlements, Field Service, and Knowledge Base.
- Hands-on experience with Salesforce workflows, reports, dashboards, and automation tools.
- Experience in requirements elicitation, user story writing, and UAT support.
- Proficiency with Jira, Confluence, and MS Office / Google Workspace.
- Excellent communication, documentation, and stakeholder management skills.
- Experience in Agile/Scrum methodology.
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