We are seeking an experienced Salesforce Service Cloud Business Analyst to join our team. This role will serve as a critical bridge between business stakeholders and technical teams, driving the analysis, design, and implementation of Service Cloud solutions to enhance our customer service operations.
Key Responsibilities
* Conduct comprehensive discovery sessions with business and IT stakeholders to understand current processes, pain points, and future state requirements
* Create detailed, actionable user stories with clear acceptance criteria that effectively guide development teams through implementation
* Facilitate workshops, interviews, and collaborative sessions with global stakeholders across multiple time zones
* Translate business requirements into functional specifications for Salesforce Service Cloud configurations and customizations
* Document current and future state business processes, workflows, and system integrations
* Collaborate with QA teams to ensure solutions meet business requirements and user expectations
* Support organizational change initiatives by identifying training needs and user adoption strategies
Qualifications
* 3+ years of hands-on experience with Salesforce Service Cloud, including case management, knowledge base, omni-channel, and service console functionalities
* Proven ability to gather, analyze, and document complex business requirements using industry-standard techniques
* Relevant Salesforce Certifications
* Strong experience creating well-structured user stories following Agile methodologies
* Excellent communication and facilitation skills with demonstrated ability to work effectively with diverse, global teams
* Flexibility to participate in meetings across multiple time zones