Overview
On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
No Travel Required
Skills
Business Analysis
Salesforce Service Cloud Expertise
Salesforce Configuration
API & Integration Skills
Middleware
Data Flow
Data Analysis
Job Details
Role summary
Own Salesforce Service Cloud Case Management process design and cross-system integrations. Translate business needs into user stories and specs, configure Salesforce where appropriate, and be hands-on with API testing.
Key responsibilities
- Lead discovery for Case Management (Cases, Email-to-Case, Knowledge, Omni-Channel, Entitlements/Milestones, SLAs); map current future processes and data flows.
- Write clear user stories and acceptance criteria; manage backlog in Jira/Azure DevOps; drive grooming, sprint planning, and UAT.
- Configure Salesforce (Flows, Screen Flows, Validation Rules, Page Layouts, Omni-Channel routing, Queues) and partner with devs for Apex/LWC work.
- Define integration contracts and field mappings; design error handling, retries, and idempotency for REST/SOAP/webhooks/Platform Events.
- Create and execute API tests in Postman/Swagger (auth flows incl. OAuth 2.0, positive/negative, schema/contract, performance smoke); document results and defects.
- Perform data analysis with SOQL/Workbench; support data migration (extract/transform/load) and data quality/duplication rules.
- Ensure secure designs (profiles/permission sets, sharing, RLS); follow change control and CI/CD (e.g., Copado/Gearset/Git).
- Produce artifacts: process maps, integration specs, sequence/ER diagrams, test plans, runbooks; support go-live and hypercare.
Required qualifications
- 5+ years as a BSA (or Product/Systems Analyst) with 3+ years on Salesforce Service Cloud focused on Case Management.
- Solid hands-on API experience: JSON/XML, OpenAPI/Swagger, Postman collections/environments, request signing, pagination, error codes.
- Working knowledge of at least one iPaaS/middleware (MuleSoft, Workato, Boomi, Apigee, etc.).
- Strong Salesforce fundamentals: data model (Case/Email Message/Account/Contact), automation with Flows, security (profiles/permission sets), reporting.
- Comfortable with SOQL/SOSL, Data Loader/Workbench; able to read Apex logs and collaborate with engineers.
- Excellent communication; proven record driving UAT and cross-functional delivery.
Nice to have
- Salesforce Administrator certification (must) and Service Cloud Consultant (preferred); Platform App Builder a plus.
- Experience with CTI, Live Chat, Knowledge management, Omni-Channel capacity/routing; monitoring/observability (Event Monitoring, Splunk).
- ITIL exposure; basic performance testing of APIs.
Success metrics
- Reduced case handling time/first-response time, higher deflection via Knowledge, stable integrations (low failed calls), on-time UAT sign-off and release quality.
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