Description

You will translate business requirements into functional and technical specifications for Salesforce Service Cloud, ensuring solutions align with enterprise architecture standards.

This role is hybrid.

Responsibilities

• Lead requirements gathering sessions, workshops, and stakeholder interviews to define business needs.
• Create and maintain BRDs, functional specifications, process flows, user stories, and acceptance criteria.
• Analyze current business processes and recommend improvements leveraging Salesforce Service Cloud capabilities.
• Collaborate with Salesforce Administrators and Developers to design scalable, maintainable solutions.
• Support sprint planning, backlog grooming, user acceptance testing (UAT), and production deployments.

Required Skills

• 5+ years of experience as a Business Systems Analyst or similar role.
• Deep understanding of Salesforce Service Cloud features: Case Management, Omni-Channel, Service Console, Knowledge, Entitlements, and Flows.
• Proven ability to configure Service Cloud features including Email-to-Case, Web-to-Case, Queues, and Assignment Rules.
• Strong proficiency in creating BRDs, functional specifications, and process flows.
• Experience supporting UAT and coordinating with development teams.
• Bachelor's degree in a relevant field.

Preferred Skills

• Experience with gap analysis and impact assessments for new business initiatives.
• Ability to create user documentation and conduct end-user training sessions.
• Familiarity with Salesforce best practices and enterprise architecture standards.

Key Skills

Education

Bachelor's degree