Full-Time Senior Salesforce Business Analyst

Senior Salesforce Business Analyst (Service Cloud)

The Senior Salesforce Business Analyst will work closely with stakeholders to support the successful implementation, optimization, and ongoing management of Salesforce Service Cloud.

Responsibilities:

1. Collaborate with the project team to gather business and functional requirements specific to Salesforce Service Cloud features, including case routing, service-level agreements (SLAs), knowledge base setup, and customer self-service portals.
2. Translate conceptual user and business requirements into functional specifications that leverage Service Cloud capabilities.
3. Facilitate requirements-gathering sessions using workshops, workflow storyboards, use cases, and scenarios, focusing on service workflows and customer support processes.
4. Define scope and parameters of requirements analysis for Service Cloud projects, establishing metrics tied to customer service performance, such as case resolution time, customer satisfaction (CSAT), and first-contact resolution.
5. Partner with stakeholders and the Salesforce team to prioritize requirements for omni-channel support, automation, and Service Cloud integrations.
6. Conduct research and evaluations of Salesforce AppExchange solutions to enhance Service Cloud functionality.
7. Support UAT efforts by ensuring Service Cloud features meet business needs and are optimized for performance.
8. Develop and maintain standard templates to document requirements, workflows, and Service Cloud configurations.
9. Communicate changes, enhancements, and updates to Service Cloud functionalities, ensuring stakeholders understand impacts on customer service operations and organizational goals.

Qualifications:

• Bachelor’s Degree or higher
• 3+ years of experience in a Salesforce Business Analyst capacity
• Experience with Salesforce Marketing Cloud, Salesforce Sales Cloud, and Salesforce Einstein Tooling (preferred)
• Data Migration experience
• Consultative, team player with strong communication skills
• Ability to adapt to a fast-paced environment

What is the last date for applying to the job?

Which countries are accepted for this remote job?