Sr Business Systems Analyst (Salesforce Service Cloud/ Experience Cloud)
Core
Drive strategy, prioritization, and delivery of customer-facing capabilities across Salesforce Service Cloud and Experience Cloud to enhance customer and agent experiences.
Role type
Senior Product Owner (Salesforce CX)
Builds
Scalable customer support solutions, self-service portals, and digital communities on the Salesforce platform
Domain
Enterprise SaaS / Customer Experience Management
Deliverable
product features
Required skills
Salesforce Service Cloud, Salesforce Experience Cloud, Agile backlog management, requirements translation, stakeholder management, solution discovery, platform configuration, release management, product adoption analysis
Preferred skills
Salesforce certifications (Service Cloud Consultant, Experience Cloud Consultant), large-scale global implementation experience, API integration knowledge, KPI definition
Technologies
Salesforce, Service Cloud, Experience Cloud, Agile tools
Responsibilities
Own product vision and roadmap for Salesforce CX capabilities; Prioritize backlog based on business value and customer impact; Translate business needs into user stories and acceptance criteria; Lead discovery sessions and workshops; Partner with engineering and architects to define scalable solutions; Manage cross-functional collaboration and release readiness; Monitor product adoption and drive continuous improvement
Seniority
Senior, hands-on IC
