Salesforce Business Analyst with Field Service Cloud or ServiceMax exp - Remote
Arkhya Tech
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Job Details
Skills
- Salesforce Business Analyst with Field Service Cloud or ServiceMax exp
Summary
Salesforce Business Analyst with Field Service Cloud or ServiceMax exp
Remote US / Canada
FTE/Contract
Role Overview
We are seeking an experienced Salesforce BSA (8 12 years) to lead requirements discovery, documentation, and functional solutioning across our customer service and support ecosystem. This role is responsible for bridging business stakeholders, product owners, architects, and technical teams to deliver scalable, high-quality Service Cloud solutions. The ideal candidate has strong hands-on experience with Service Cloud capabilities-including case management, omni-channel routing, service processes, automations, and connected workflows-and can translate complex business needs into clear functional and technical requirements.
Key Responsibilities
1. Discovery & Requirements Gathering
Lead workshops with Service Operations, Support, Product, and Technology teams.
Conduct deep-dive analysis into existing case flows, automations, service processes, and agent experiences.
Uncover gaps, redundancies, and optimization opportunities within the service ecosystem.
Document clear business processes, use cases, and acceptance criteria.
2. Functional Solution Design (Service Cloud)
Translate business requirements into functional Salesforce specifications.
Partner with Architects and Developers on:
o Case lifecycle and routing
o Omni-Channel setup & optimization
o Workflows, Flows, and process automation
o Service Console configurations
o Knowledge base and entitlement management
Support future-state design and ensure alignment with platform best practices.
3. Cross-Functional Collaboration
Serve as the primary liaison between business stakeholders and the Salesforce technical team.
Ensure business needs, constraints, and dependencies are clearly communicated.
Work closely with QA teams on test case preparation, UAT planning, and validation.
4. Documentation & Process Mapping
Create comprehensive documentation including:
o "As-is" and "to-be" process flows
o Functional specification documents
o User stories & acceptance criteria
o Configuration inventories
o Data flow and object interaction diagrams
Maintain a library of artifacts for long-term platform governance.
5. Operational Support & Continuous Improvement
Support triage of Service Cloud issues and enhancement requests.
Analyze root causes, recommend fixes, and validate solutions.
Identify opportunities to streamline case management, agent workflows, and automation logic.
Partner with product leadership to refine roadmap priorities.
6. Governance & Best Practices
Ensure solutions adhere to Salesforce best practices and enterprise standards.
Participate in release planning, sprint ceremonies, and change control processes.
Validate that enhancements maintain data integrity, security, and scalability.
Required Qualifications
8 12 years of total Salesforce experience, with significant exposure to Service Cloud.
Proven experience with:
o Case management lifecycle
o Omni-Channel routing and configurations
o Service Console design
o Flows, workflow rules, validation rules
o Queue management and assignment automation
o Knowledge, entitlements, SLAs
Solid understanding of Salesforce data model, security, and object relationships.
Strong ability to analyze Apex logic, LWC behavior, and integrations at a conceptual level (no coding required).
Experience writing user stories, functional specs, and testable requirements.
Preferred Qualifications
Salesforce certifications:
o Service Cloud Consultant (strong preference)
o Business Analyst Certification
o Administrator / Advanced Administrator
Experience with:
o CTI integrations
o Field Service or ServiceMax (optional)
o Tableau CRM/Einstein Reporting
o Integration patterns (REST/SOAP)
Background in customer service, support operations, or related domains.
Soft Skills
Excellent communication and facilitation skills.
Strong analytical and problem solving mindset.
Ability to simplify complex workflows into clear, consumable documentation.
Highly organized and detail-oriented.
Comfortable partnering with cross-functional teams in a fast-moving environment.
Email-
- Dice Id: 91012405
- Position Id: 2026-2542
- Posted 1 hour ago
Company Info
About Arkhya Tech
Arkhya Technologies, Inc. is a premier software solutions and services company, headquartered in Herndon, VA. Since founded, we have provided premium software development and strategy expertise to hundreds of companies around the world. With a unique focus on building strong, collaborative relationships with clients, Arkhya Tech has created a solid reputation for exceeding our client expectations with quality work and fast delivery turnaround. When you partner with us, you will work with the highest-quality development talent and project managers.
Arkhya Tech s has a proven track record of delivering results through its global delivery centers and flexible engagement models. We provide a variety of services including Enterprise Applications, Mobility, Cloud Solutions, Web Design & Development, Digital Marketing, and Staffing Services.Our exceptional leaders and engineers work on software applications, web development, mobility solutions, and cloud-based services.We work closely with our clients to help them successfully build and execute their most critical strategies.
Over the years Arkhya Tech has successfully completed a wide range of development projects in the finance, manufacturing, healthcare, government, education, e-commerce, travel, pharma and retail sectors. This industry experience, combined with our expertise in the latest technologies, enables us to successfully adapt to our clients' diverse needs and makes Arkhya Tech is the best choice.
Our Mission
Our mission is to partnering with customers, understanding and syncing with their vision and values of business and offer services with integrity and work ethics aligned all across our team, participating in delivery of our services.
Our Vision
To be the trend setter in delivering services through digitization of enterprise operations.
Innovation is our life blood, driving us constantly in providing consistently awe-inspiring solutions to our global customers in our focus areas.
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