| Hi I hope you're doing well. My name is Vinod Nagwanshi, and I'm an IT Recruiter with Infobahn SoftWorld Inc. I came across your profile and wanted to reach out regarding a Business Analyst opportunity focused on Salesforce Service Cloud, enterprise system integrations, and customer service operations. This is a 12+ month contract opportunity with an established enterprise team, offering exposure to customer service technology, order management, supply chain processes, and digital transformation initiatives. If this opportunity aligns with your background and interests, please share your updated resume and confirm your availability to work onsite in Somerville, NJ, three days per week. I look forward to hearing from you. Position Details - Job Title: Business Analyst Digital Customer Solutions
- Location: Somerville, NJ
- Work Arrangement: Hybrid 3 days onsite per week
- Contract Duration: 12+ months
- Expected Start Date: November 2, 2026
- Expected End Date: December 31, 2027
Key Responsibilities - Support Salesforce Service Cloud case management, including case intake, assignment, queues, escalations, and Email-to-Case processing.
- Build and maintain Salesforce reports and dashboards to track case volume, service levels, queue performance, and operational metrics.
- Support business processes and integrations across Salesforce, ERP/CRM platforms, and connected customer service applications.
- Gather business requirements, document user stories and acceptance criteria, and manage enhancement requests.
- Coordinate user acceptance testing (UAT), regression testing, production issue resolution, and system enhancements.
- Collaborate with business stakeholders and technology teams to improve end-to-end customer service and Order-to-Cash (OTC) processes.
Required Qualifications - Bachelor's degree.
- Minimum 5 years of experience in business analysis, systems analysis, or Salesforce support.
- Hands-on experience with Salesforce Service Cloud, including case management, queues, and Email-to-Case.
- Experience building Salesforce reports and dashboards.
- Experience documenting business requirements, user stories, and test scripts.
- Strong analytical skills and advanced Microsoft Excel proficiency.
- ERP/CRM experience and an understanding of cross-platform business workflows.
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Experience with SAP integrations, Power BI, Jira, ServiceNow, Agile methodologies, or regulated GxP environments would be an added advantage but not required. | |
