Salesforce Business System Analyst /Salesforce Business Analyst (California Locals)

Overview

On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)
No Travel Required

Skills

Salesforce Service Cloud BSA

Job Details

Role: Salesforce Business Systems Analyst
Location: Santa Clara County, CA (On-site)
Duration: Long Term

Job Overview:
We are seeking a Salesforce Business Systems Analyst (BSA) with deep expertise in Service Cloud to support a high-impact initiative . This role will focus on enabling and enhancing RMA (Return Merchandise Authorization) workflows through Salesforce Service Cloud, integrating tightly with SAP.
The ideal candidate is a techno-functional expert who can bridge business needs with Salesforce capabilities and drive end-to-end solution design, documentation, and delivery.

Key Responsibilities:
• Business Process Analysis: Gather and document requirements from customer service teams related to RMA handling, case creation, entitlement logic, and SAP integration.
• Solution Design & Configuration: Define and design Salesforce solutions for case management, RMA triggers, and customer service workflows. Configure record types, flows, quick actions, and custom fields as needed.
• Integration Planning: Collaborate with integration and SAP teams to define API interactions, middleware flows (e.g., CPI), and Salesforce updates based on SAP events (returns, credits, replacements).
• Testing & Validation: Write test cases and functional specs for developers. Validate end-to-end scenarios including case creation, SAP triggers, and error handling.
• User Enablement: Document new processes, support user training, and ensure the solution is intuitive and meets business expectations.
• Cross-Functional Collaboration: Partner with Salesforce developers, SAP BSAs, and offshore teams to build a cohesive, scalable solution. Bring a proactive mindset to process improvement and innovation.
Qualifications:
• 8+ years of experience in Salesforce, with strong focus on Service Cloud
• Hands-on experience designing RMA workflows using Salesforce case management
• Solid understanding of Salesforce-SAP integrations (via middleware/API)
• Experience with declarative Salesforce configuration and functional documentation
• Proven ability to collaborate across functional and technical teams
• Strong communication and stakeholder management skills
• Bachelor’s degree in a related field (Computer Science, Engineering, etc.)

Nice to Have:
• Experience with Salesforce Entitlements, Omni-Channel, or SAP IDoc flows
• Background in Salesforce Solution Architecture or system integration projects
• Familiarity with Salesforce deployment tools and DevOps processes

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.