Business System Analyst
Core
Support Global Technical Services organization by managing Salesforce Service Cloud enhancements, change requests, and integrations to optimize digital application insights.
Role type
Business Systems Analyst (Salesforce)
Builds
Salesforce Service Cloud platform features, integrations, and reporting dashboards
Domain
SaaS / Observability / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Salesforce Service Cloud, Experience Cloud, Sales Cloud, Agentforce, User Acceptance Testing (UAT), Jira, Scrum, functional specifications, business process documentation, third-party integrations
Preferred skills
Salesforce Certified Business Analyst, Salesforce testing automations, Revenue Operations structures, support entitlement structures
Technologies
Salesforce, Jira, Sharefile, EzProtect, AWS Connect
Responsibilities
Translate business needs into user stories and acceptance criteria for engineering teams; Create visual system documentation including wikis, flows, and wireframes; Partner with engineering to scope and implement new Salesforce features; Own end-to-end testing lifecycle including UAT; Design and implement performance metrics and reporting dashboards; Drive change management and user enablement strategies; Provide internal system support for Salesforce platforms; Perform system administration including user management and data hygiene; Manage third-party integrations within the Salesforce ecosystem
Seniority
Mid-Senior, hands-on IC