Senior Salesforce Service Cloud Analyst
Core
Senior Business Analyst specializing in Salesforce Service Cloud, translating business needs into technical requirements and driving process improvements for customer service solutions.
Role type
Senior IC Business Analyst (Salesforce Service Cloud)
Builds
Scalable customer service solutions and Salesforce Service Cloud enhancements
Domain
IT / Customer Service / CRM
Deliverable
product features
Required skills
Salesforce Service Cloud configuration, Business Analysis, User Story creation, Agile/Jira, Stakeholder Management, Requirements Gathering, Process Optimization, QA Collaboration, Reporting & Automation, AI tool utilization
Preferred skills
Bachelor's degree in Business, IS, or CS
Technologies
Salesforce, JIRA, AI Cloud, DevOps
Responsibilities
Gather, analyze, and document business requirements; Partner with stakeholders to define user stories and acceptance criteria; Support Salesforce Service Cloud enhancements including workflows and automation; Review processes to identify optimization opportunities; Collaborate with Dev/QA teams for validation and release support; Manage Agile backlogs and sprint planning using Jira.
Seniority
Senior, hands-on IC