Description

Lead business analysis for enterprise Salesforce implementations, focusing on customer service processes.

This role is remote.

Responsibilities

• Gather, analyze, and document business requirements, user stories, and functional specifications.
• Lead discovery sessions, workshops, and stakeholder interviews for customer service workflows.
• Support Salesforce Service Cloud features including case management, omni-channel routing, CTI, knowledge, and automation.
• Collaborate with development and QA teams through the Agile lifecycle (sprint planning, backlog grooming, demos, retrospectives).
• Manage requirements, sprints, and artifacts using Azure DevOps (ADO).

Required Skills

• 14+ years experience as a Business Analyst supporting enterprise applications.
• Proficiency with Salesforce and CRM platforms.
• Solid understanding of customer service, contact center operations, and CRM workflows.
• Experience with Agile and Scrum methodologies.
• Familiarity with Azure and DevOps tools.
• Experience with Cloud environments.

Preferred Skills

• Any Graduate education.

Key Skills

Education

Any Gradute