Description

You will bridge the gap between business needs and technical solutions within the Salesforce Service Cloud ecosystem.

Responsibilities

• Gather, analyze, and document business requirements related to customer service processes by collaborating with stakeholders.
• Translate business needs into functional specifications and user stories for Salesforce Service Cloud enhancements.
• Configure and customize SFSC features, including Case Management, Omni-Channel, Knowledge Base, and Service Console.
• Conduct gap analysis and recommend process improvements using SFSC capabilities.
• Develop and execute test plans to validate system functionality and performance.

Required Skills

• 5+ years of experience as a Business Analyst focused on Salesforce Service Cloud.
• Strong understanding of SFSC features: Case Lifecycle, Entitlements, SLAs, and Omni-Channel routing.
• Proficiency with Agile/Scrum methodologies and tools like Jira or Azure DevOps.
• Experience with integration tools such as MuleSoft or Zapier.
• Familiarity with reporting tools including Tableau, Power BI, or Salesforce Reports & Dashboards.
• Knowledge of ITIL or established customer service best practices.
• Ability to manage multiple priorities and work independently.

Key Skills

Education

Any Graduate