About The Role
We are seeking a proactive and detail-oriented 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.
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.
- Assist in training end-users on new Service Cloud functionalities.
- Participate in Agile ceremonies (sprint planning, stand-ups, retrospectives).
Required Skills And Qualifications
- Bachelor's degree in Business Administration, Information Systems, or a related field.
- 7-9 years of experience as a Business Analyst on Salesforce, particularly Service Cloud.
- Deep understanding of customer service processes and best practices.
- Proficiency in Salesforce configuration capabilities.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional communication (written and verbal) and interpersonal skills, with the ability
to effectively engage with both technical and non-technical stakeholders.
Preferred Certifications
- Salesforce Certified Administrator
- Salesforce Certified Service Cloud Consultant
- CBAP or CCBA certification (IIBA)
