Overview
On Site
Depends on Experience
Contract - W2
No Travel Required
Skills
Business Analysis
Salesforce Service Cloud Expertise
Salesforce Configuration
API & Integration Skills
Middleware
Data Flow
Data Analysis
Job Details
Why this role exists
The organization is automating partner RMA (returns) end-to-end. RMAs are created in Salesforce Service Cloud and flow via middleware (MuleSoft) to downstream systems (SAP). The team needs a core technical BA who can work directly with highly technical customers, speak architecture and APIs, and produce crisp specifications for development and integration teams to build.
What you'll do
- Lead discovery and write BRD/FSD/user stories for RMA and support processes (cases, entitlements, assets/serials, contracts).
- Define and own API contracts for RMA creation/updates in Salesforce (request/response schemas, error codes, auth), partnering with MuleSoft and SAP integration teams.
- Translate business flows into sequence diagrams, data mappings, and acceptance criteria; manage gaps and change requests.
- Collaborate with the Integration (MuleSoft/CPI) team on EDI-driven flows (e.g., RMA/returns related transactions) and exception handling.
- Validate designs hands-on in Salesforce sandboxes (query with SOQL, sanity-check data models, configure non-code artifacts when appropriate).
- Prepare and run SIT/UAT: test scripts, data, defect triage; support cutover and hypercare.
- Work directly with external technical partners/customers; handle terminology and deep-dive questions confidently.
- Produce clear runbooks for partner onboarding (API keys/OAuth2, payloads, callbacks, retries).
Must-have qualifications
- 8+ years as a Business Systems Analyst with Salesforce; 4+ years focused on Service Cloud.
- Proven experience with RMA/returns processes in high-tech or hardware: cases, entitlements, assets/serial numbers, contracts, credit flows.
- Strong API literacy (REST/OAuth2); able to define payloads and non-functional requirements; fluency with Postman/Swagger/RAML.
- Hands-on collaboration with MuleSoft (or similar iPaaS) on EDI-triggered integrations; understands upstream/downstream impacts.
- Comfortable engaging architect-level stakeholders and external technical teams; excellent documentation and communication skills.
- Solid data mapping skills and working knowledge of integration error handling, retries, idempotency, and monitoring.
Nice to have
- Exposure to SAP OTC/SD returns concepts and IDoc/X12 touchpoints (to collaborate with SAP OTC BSA).
- Knowledge of CPI/PI/PO, reverse logistics, and partner portals.
- Agile delivery (Jira/Confluence), experience in large global, enterprise environments.
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