Overview
On Site
Hybrid
BASED ON EXPERIENCE
Contract - W2
Contract - Independent
Skills
SKILLS TO BE ASSIGNED
Job Details
About the Role We are seeking a proactive and detail-oriented Lead Salesforce Business Analyst with a strong focus on Service Cloud to bridge the gap between business needs and technical solutions. This individual will be instrumental in gathering, analyzing, and documenting requirements, designing solutions, and ensuring the successful implementation of our Service Cloud initiatives to optimize our client and agent experience. You will work closely with stakeholders across various departments to drive continuous improvement. The ideal candidate is emotionally mature, empathetic, and process-driven someone who can navigate complex stakeholder dynamics with confidence while maintaining humility and self-awareness. As a systems thinker, you'll see the bigger picture while managing the details that matter.
Key Responsibilities
" Act as the primary liaison between business stakeholders and technical development teams for Service Cloud projects.
" Conduct thorough requirements gathering sessions, workshops, and interviews with business users to understand their processes and needs related to client service.
" Analyze, document, and prioritize business requirements, translating them into functional and non-functional specifications, user stories, use cases, and process flows. " Design and propose Salesforce Service Cloud solutions, leveraging out-of-the-box features where possible (e.g., Case Management, Omnichannel, Knowledge Base).
" Create clear and comprehensive documentation including BRDs, FSDs, user manuals, and training materials.
" Collaborate with Salesforce Developers and Architects to ensure proposed solutions are technically feasible and align with Salesforce best practices.
" Facilitate User Acceptance Testing (UAT) sessions, manage UAT feedback, and ensure sign-off from business stakeholders.
" Lead Agile ceremonies (sprint planning, stand-ups, retrospectives).
" Partner with Product Owners, Architects, and program leaders on strategic roadmap planning and prioritization. You will be responsible for your team s backlog.
" Lead requirements traceability and impact analysis efforts to ensure solution integrity and manage technical debt.
" Identify opportunities for process optimization and automation, leveraging AI and emerging Salesforce capabilities.
Required Skills and Qualifications
" Bachelor's degree in Business Administration, Information Systems, or a related field. " 7-10 years of experience as a Business Analyst on Salesforce, with deep expertise in Service Cloud and working knowledge of Experience Cloud.
" Deep understanding of customer service processes and best practices. " Proficiency in Salesforce configuration capabilities.
" Excellent analytical, problem-solving, and critical thinking skills with a systems-thinking approach to solution design.
" Exceptional communication (written and verbal) and interpersonal skills, with the ability to effectively engage with both technical and non-technical stakeholders.
" Emotional intelligence and empathy to understand diverse stakeholder perspectives and build trusted relationships.
" Process-driven mindset with strong organizational and documentation discipline.
" Confident in presenting solutions and recommendations, while remaining humble and open to feedback.
" Experience with MuleSoft integration platform and API-led connectivity concepts is highly desireable.
" Ability to present business cases, solution recommendations, and ROI analysis to executive stakeholders.
Ideal Candidate Traits
" Emotionally mature and empathic leader listens deeply, communicates with humility, and drives collaboration across business and IT.
" Systems thinker sees the full architecture, not just the components.
" Confident yet humble leads with influence, not authority.
" Process-oriented brings structure, discipline, and governance to technical design.
" Innovative and AI-curious constantly explores how AI and automation can elevate user experience and efficiency.
Preferred Certifications
" Salesforce Business Analyst
" Salesforce Certified Administrator " CBAP or CCBA certification (IIBA)
Key Responsibilities
" Act as the primary liaison between business stakeholders and technical development teams for Service Cloud projects.
" Conduct thorough requirements gathering sessions, workshops, and interviews with business users to understand their processes and needs related to client service.
" Analyze, document, and prioritize business requirements, translating them into functional and non-functional specifications, user stories, use cases, and process flows. " Design and propose Salesforce Service Cloud solutions, leveraging out-of-the-box features where possible (e.g., Case Management, Omnichannel, Knowledge Base).
" Create clear and comprehensive documentation including BRDs, FSDs, user manuals, and training materials.
" Collaborate with Salesforce Developers and Architects to ensure proposed solutions are technically feasible and align with Salesforce best practices.
" Facilitate User Acceptance Testing (UAT) sessions, manage UAT feedback, and ensure sign-off from business stakeholders.
" Lead Agile ceremonies (sprint planning, stand-ups, retrospectives).
" Partner with Product Owners, Architects, and program leaders on strategic roadmap planning and prioritization. You will be responsible for your team s backlog.
" Lead requirements traceability and impact analysis efforts to ensure solution integrity and manage technical debt.
" Identify opportunities for process optimization and automation, leveraging AI and emerging Salesforce capabilities.
Required Skills and Qualifications
" Bachelor's degree in Business Administration, Information Systems, or a related field. " 7-10 years of experience as a Business Analyst on Salesforce, with deep expertise in Service Cloud and working knowledge of Experience Cloud.
" Deep understanding of customer service processes and best practices. " Proficiency in Salesforce configuration capabilities.
" Excellent analytical, problem-solving, and critical thinking skills with a systems-thinking approach to solution design.
" Exceptional communication (written and verbal) and interpersonal skills, with the ability to effectively engage with both technical and non-technical stakeholders.
" Emotional intelligence and empathy to understand diverse stakeholder perspectives and build trusted relationships.
" Process-driven mindset with strong organizational and documentation discipline.
" Confident in presenting solutions and recommendations, while remaining humble and open to feedback.
" Experience with MuleSoft integration platform and API-led connectivity concepts is highly desireable.
" Ability to present business cases, solution recommendations, and ROI analysis to executive stakeholders.
Ideal Candidate Traits
" Emotionally mature and empathic leader listens deeply, communicates with humility, and drives collaboration across business and IT.
" Systems thinker sees the full architecture, not just the components.
" Confident yet humble leads with influence, not authority.
" Process-oriented brings structure, discipline, and governance to technical design.
" Innovative and AI-curious constantly explores how AI and automation can elevate user experience and efficiency.
Preferred Certifications
" Salesforce Business Analyst
" Salesforce Certified Administrator " CBAP or CCBA certification (IIBA)
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