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Business Systems Analyst with Service Cloud

Santa Clarita, CA, US • Posted 4 days ago • Updated 47 minutes ago

Contract Corp To Corp

Contract Independent

Contract W2

On-site

Fitment

Dice Job Match Score™

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Job Details

Skills

o Case Management
o Omni-Channel Routing
o Service Console

Summary

Business Systems Analyst with Service Cloud

Location: Santa Clara, CA (hybrid) ( Local to CA only)

We are seeking a Business Systems Analyst (BSA) with strong experience in Salesforce Service Cloud to bridge business needs and technology solutions. The ideal candidate will collaborate with business stakeholders, product owners, administrators, developers, and QA teams to gather requirements, design scalable solutions, and support the implementation and optimization of Salesforce Service Cloud capabilities.

Key Responsibilities

Partner with business stakeholders to understand customer service processes and translate business requirements into functional and technical specifications.
Analyze current business processes and recommend improvements leveraging Salesforce Service Cloud.
Lead requirements gathering sessions, workshops, and stakeholder interviews.
Create and maintain business requirements documents (BRDs), functional specifications, process flows, user stories, and acceptance criteria.
Configure and support Salesforce Service Cloud features where appropriate, including:
- Case Management
- Omni-Channel Routing
- Service Console
- Knowledge Management
- Entitlements and Milestones
- Email-to-Case
- Web-to-Case
- Queues and Assignment Rules
- Escalation Rules
- Flows and Approval Processes

Collaborate with Salesforce Administrators and Developers to design scalable and maintainable solutions.
Support sprint planning, backlog grooming, user acceptance testing (UAT), and production deployments.
Perform gap analysis and impact assessments for new business initiatives.
Ensure solutions align with Salesforce best practices and enterprise architecture standards.
Create user documentation, training materials, and conduct end-user training sessions.
Monitor system performance, identify enhancement opportunities, and support issue resolution.

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.

Dice Id: 10109301
Position Id: 2026-18959
Posted 4 days ago

Contact the job poster

Mohammad Nooruddin

Recruiter @ Techgene Solutions LLC

View Profile

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