Salesforce Service Cloud Business Analyst

Job Description

• A Salesforce Service Cloud Business Analyst analyzes business needs, gathers requirements, and translates them into functional Salesforce solutions, focusing on case management, omni-channel routing, and knowledge bases, working with stakeholders and developers to configure the platform, create user stories, support UAT, and drive continuous improvement for enhanced customer service.
• Key tasks include leading discovery workshops, designing process flows, supporting integrations (like Amazon Connect), writing acceptance criteria, and ensuring solutions meet business goals.

Key Responsibilities

• Requirements Gathering: Lead workshops, interviews, and discovery sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs.
• Solution Design: Translate business needs into detailed functional specifications, user stories, process flows (like call flows), and acceptance criteria for Service Cloud features (Case Management, Omni-Channel, Knowledge, Field Service).
• Configuration & Support: Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations.
• Agile Collaboration: Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions.
• Testing & Deployment: Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments.
• Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities.
• Documentation: Create comprehensive documentation, reports, and training materials for new features and processes.

Core Skills & Knowledge

• Deep understanding of Salesforce Service Cloud functionalities (Case Management, Entitlements, SLAs, Knowledge, Omni-Channel).
• Experience with contact center operations and customer service best practices.
• Strong analytical, communication (written/verbal), and facilitation skills.
• Proficiency with requirements management tools (e.g., Azure DevOps).
• Familiarity with system integrations (e.g., CTI, Amazon Connect).