POSITION OVERVIEWSenior-level individual contributor responsible for business analysis, requirements definition, and functional design for Salesforce Service Cloud, Experience (Community) Cloud, and Contract Lifecycle Management (CLM) platforms. This role partners with Customer Service, Operations, Sales, Legal, and IT teams to improve customer support, self-service, contract-driven workflows and measurable business outcomes.
KEY RESPONSIBILITIES
· Lead requirements definition for Salesforce Service Cloud, Experience Cloud, and CLM use cases.
· Translate customer service, operations, and legal requirements into scalable Salesforce solutions.
· Support case management, routing, SLAs, automation, and reporting.
· Define Experience Cloud requirements for customer and partner self-service portals.
· Document and optimize CLM workflows, approvals, and integrations.
· Support UAT, release readiness, and post-go-live stabilization.
· Develop documentation and training materials.
· Collaborate withSquadstoensure on-time delivery following agile best practices.
· Work with the build manager to make, deploy improvements and bug fixes using our CI/CD process to ensure Environments are kept in sync.
· Triage production issues and resolve based on priority.
· Other duties as assigned.
KEY STAKEHOLDERS
· Salesforce administrators, business analysts, developers, and architects
· Customer Service, Retention and Customer Experience teams
· Sales, Operations, and Legal stakeholders
· Business System Owners and Product Owners
· Release, project, and change management partners
· Salesforce platform and technology partners
ESSENTIAL SKILLS, QUALIFICATIONS & ATTRIBUTES
· Bachelor’s degree in Information Systems, Computer Science, Business Administration, related field, or equivalent professional experience.
· 10+ years of Salesforce Business Analyst experience.
· Strong experience with Service Cloud and Experience Cloud.
· Working knowledge of contract lifecycle management.
· Experience leading UAT and cross-functional delivery.
· Salesforce certifications preferred.
Best Regards,
Vishal
Truth Lies in Heart
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