SalesForce service cloud product analyst

Company Overview:

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Sales Force service cloud product  analyst to join our team in Atlanta, Georgia (US-GA), United States (US).

C2C or W2
Hybrid onsite in Atlanta, GA

Job Description:
Job Description – Salesforce Service Cloud Product Analyst (Onshore – US)
Experience: 5+ Years

Role Overview
The Salesforce Service Cloud Product Analyst will work directly with client business stakeholders, product owners, and offshore delivery teams to define requirements, lead functional design, support enhancements, and ensure successful execution across the Salesforce Service Cloud platform. This role requires strong client‐facing communication, deep functional expertise, and the ability to coordinate seamlessly with distributed teams.

Day‐to‐Day Job Duties
Engage with business stakeholders to gather, refine, and validate requirements.
Translate business needs into user stories, functional specs, and acceptance criteria.
Serve as the primary onshore liaison between business teams and offshore development.
Support Service Cloud capabilities including Case Management, Omni‐Channel, Knowledge, SLAs, and Entitlements.
Lead Agile ceremonies such as sprint planning, backlog grooming, and daily stand‐ups.
Ensure alignment between business expectations and delivery through proactive communication.
Provide UAT leadership including test case validation, defect triage, and release readiness.
Drive continuous improvement and identify automation opportunities.
Maintain documentation including BRDs, user stories, process flows, and release notes.

Basic Qualifications
5+ years of Salesforce experience with strong Service Cloud expertise.
Proven Product Analyst / Business Analyst background in Salesforce projects.
Deep understanding of Service Cloud features such as Case Management, SLAs, Entitlements, and Omni‐Channel.
Strong Agile/Scrum experience in enterprise environments.
Excellent communication and client‐facing skills.
Hands‐on experience with JIRA and Confluence.
Ability to coordinate with offshore teams and ensure smooth delivery.

Preferred Qualifications
Salesforce Administrator or Service Cloud Consultant certification.
Experience in logistics or supply chain
Exposure integrations using APIs, MuleSoft, or similar middleware.

Key Expectations (Onshore Role)
Act as the primary point of contact for business and product teams.
Provide leadership and oversight for offshore delivery.
Ensure strong alignment between business priorities and technical execution.
Maintain high standards of quality and documentation.

#LI-North America 

About NTT DATA:

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you''d like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is ($80 - 90 /hourly ). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate''s actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.