Senior Business Analyst, Technical Business Solutions
Core
Bridge business stakeholders and technical teams to drive discovery, documentation, and delivery of Salesforce Service Cloud solutions for customer service and support operations.
Role type
Senior Business Analyst (Salesforce Service Cloud)
Builds
Salesforce Service Cloud solutions including Case Management, Omni-Channel, Knowledge Base, and automation workflows
Domain
Healthcare/Pharmaceutical/Life Sciences + Salesforce Platform
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Salesforce Service Cloud configuration, requirements gathering, process mapping, user story writing, UAT coordination, Agile/Scrum management, stakeholder facilitation, declarative development (Flows, Validation Rules)
Preferred skills
Einstein AI integration, CTI platforms, ITIL frameworks, Field Service, Experience Cloud, data governance
Technologies
Salesforce Service Cloud, Salesforce Flow, Einstein AI, JIRA, Confluence, Lucidchart, Visio, Amazon Connect, Genesys, Avaya
Responsibilities
Lead requirements workshops and stakeholder interviews; translate business needs into user stories and functional specs; configure and validate Service Cloud features; coordinate UAT activities; manage product backlog; define KPIs and dashboards; support change management and training
Seniority
Senior, hands-on IC
