Salesforce Service Cloud Business Analyst

Alameda, CA, US • Posted 15 hours ago • Updated 15 hours ago

Contract W2

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Job Details

Skills

Acceptance Testing
Agile
Amazon Web Services
Analytical Skill
Artificial Intelligence
Cloud Computing
Collaboration
Communication

Summary

We are looking for Salesforce Service Cloud Business Analyst for our client in Alameda, CA

Job Title: Salesforce Service Cloud Business Analyst

Job Location: Alameda, CA

Job Type: Contract

Job Description:

Pay Range: $65hr - $70hr

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 And 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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10516350
Position Id: CA_SECB_0130
Posted 15 hours ago

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Salesforce Service Cloud Business Analyst

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Job Details

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