Please note that this is a 12 Month Contract position. Hybrid: 3 days in the office in Somerset, NJ. No Corp to Corp or H-1B.
TOP SKILLS:
Must have hands-on Salesforce experience, including Salesforce Service Cloud, case management, queues, Email-to-Case, and building Salesforce dashboards.
Experience understanding end-to-end system flows and integrations between Salesforce and SAP.
Minimum of 5 years of experience in business analysis, systems analysis, or Salesforce support.
Experience with ERP or CRM systems and cross-platform integrations.
Bachelor's degree required.
Experience building Salesforce reports and dashboards to track case volume, queue throughput, and service levels.
QUALIFICATIONS:
Bachelor's degree required.
Minimum of five (5) years of experience in business analysis, systems analysis, or Salesforce support.
Hands-on experience with Salesforce Service Cloud, including case management, queues, and Email-to-Case.
Experience building Salesforce reports and dashboards.
Experience documenting business requirements, user stories, acceptance criteria, process maps, and test scripts.
Strong analytical skills and advanced Microsoft Excel proficiency.
Excellent written and verbal communication skills, with the ability to learn new processes quickly and support multiple teams.
Experience understanding system integrations and end-to-end business processes across Salesforce, SAP, and connected enterprise applications.
PREFERRED SKILLS:
Experience with ERP and CRM systems, Salesforce integrations, or connected customer service applications.
Experience contributing to digital transformation, process improvement, or system implementation initiatives.
Experience testing validated systems in a regulated (GxP) environment.
Familiarity with Jira, ServiceNow, the software development lifecycle (SDLC), and Agile or Process Excellence methodologies.
Experience with Power BI or comparable reporting tools.
Knowledge of franchise business and supply chain processes.
JOB DESCRIPTION:
POSITION SUMMARY:
The Business Analyst, Digital Customer Solutions connects North American customer service operations with the technology that supports them. As part of the Digital Customer Solutions team, the analyst supports Salesforce case management and the broader set of customer service, order management, and supply chain platforms and integrations serving North American customers. The role helps drive process improvement, business readiness, testing, reporting, and user support across these platforms.
This position is suited for a Salesforce professional seeking exposure to enterprise customer service processes, integrated digital platforms, and large-scale business transformation while working closely with business stakeholders and technology partners.
KEY RESPONSIBILITIES:
Salesforce Service Cloud and Case Management
Support daily case management in Salesforce Service Cloud, including case intake, assignment, escalation, and resolution.
Monitor queues, case routing, and Email-to-Case processing to ensure customer inquiries reach the appropriate team.
Build Salesforce dashboards to track case volume, queue throughput, and service levels.
Support reporting and metrics across customer service and Order-to-Cash (OTC) processes.
System Integrations and Business Analysis
Support business processes, enhancements, and issue resolution across Salesforce integrations and connected customer service applications.
Understand end-to-end system flows across Salesforce, SAP, and other connected platforms.
Partner with technology teams to deploy enhancements and resolve production issues, assessing upstream and downstream impacts before changes go live.
Collaborate with business, technology, and external support teams to keep processes aligned across systems.
Gather requirements, user stories, acceptance criteria, and process maps.
Manage enhancement requests from intake through implementation.
Evaluate business needs across platforms, recommend scalable solutions aligned with enterprise standards, and contribute to transformation and system implementation initiatives.
Testing and Implementation
Plan and execute user acceptance testing (UAT) and regression testing for system changes in accordance with validated systems procedures.
Document test scripts, results, and issues.
Support system enhancements and implementations while helping ensure business readiness and operational continuity.
User Support and Process Improvement
Promote user adoption, continuous improvement, and operational excellence.
Prepare release and downtime communications, job aids, and end-user training materials.
Build working knowledge of customer service, order management, OTC, and ERP processes to support adjacent functions as needed.
Identify opportunities to improve business processes, reporting, and cross-platform workflows.
SUCCESS MEASURES:
Maintain effective Salesforce Service Cloud case management, routing, and escalation processes.
Build accurate and useful Salesforce dashboards and reports.
Support reliable integrations and end-to-end workflows across Salesforce, SAP, and connected systems.
Deliver thorough requirements documentation, testing, and implementation support.
Improve user adoption, reporting visibility, and operational efficiency.
Resolve issues effectively while minimizing disruptions to customer service operations.
WORKING CONDITIONS:
This is a 12-month hybrid contract position requiring three days per week in the office in Somerset, New Jersey. The role involves regular collaboration with business stakeholders, technology teams, and external support partners.
Candidates must provide their phone number. Job reference number is A5616.
