Salesforce Service Cloud Product Owner
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Job Summary
The Product Owner / Senior Business Analyst is responsible for owning end-to-end delivery of Salesforce Service Cloud initiatives within an agile squad. The role ensures alignment between business service operations goals and technical execution by defining prioritizing and validating backlog items and translating business needs into clear actionable requirements.
The role works closely with engineering QA architects and business stakeholders to deliver scalable Service Cloud solutions including case management omnichannel routing knowledge management service console and agent productivity enhancements.
The scope includes full ownership of backlog and delivery outcomes for Service Cloud implementations enhancements and support initiatives.
Key Responsibilities
Backlog Ownership & Delivery
- Own and manage the Service Cloud backlog prioritizing based on business value and operational impact
- Maintain a well-groomed backlog ready for sprint execution
- Lead sprint planning backlog refinement and retrospectives
- Track and communicate delivery status across agile ceremonies
Requirement Management
- Gather analyze and document business requirements for Service Cloud solutions
- Translate requirements into user stories with clear acceptance criteria
- Ensure requirements are testable traceable and aligned with service operations goals
- Define workflows including:
- Case lifecycle management
- Incident & request handling
- Escalation processes
- Knowledge article lifecycle
- Maintain functional documentation and process artifacts
Stakeholder Alignment
- Bridge business teams (support operations customer service) with technical teams
- Align service strategy with Salesforce implementation approach
- Simplify complex requirements for cross-functional teams
- Remove ambiguity and ensure clarity throughout delivery
Quality & Validation
- Validate delivered functionality against acceptance criteria
- Participate in demos UAT and release readiness activities
- Ensure solutions meet quality benchmarks and business expectations
Service Cloud Domain Leadership
- Drive solutions leveraging deep understanding of:
- Case Management
- Knowledge Management
- Omnichannel Routing
- Service Console
- Agent productivity tools
- Recommend improvements to service workflows and customer experience
Risk & Continuous Improvement
- Identify risks dependencies and delivery gaps
- Mitigate issues impacting delivery timelines
- Continuously improve backlog quality delivery processes and team efficiency
Experience & Qualifications
- Bachelors Degree or equivalent experience
- 6 years in Product Owner / Business Analyst / Agile roles
- Proven experience in Salesforce Service Cloud implementations
- Strong experience in backlog ownership user story definition and agile delivery
- Experience in cross-functional teams within enterprise environments
- Exposure to service operations or customer support domains preferred
- Familiarity with tools like Jira
Skills & Capability Requirements
| Capability | Must Have / Good to Have | Level Required |
| Stakeholder Management | Must Have | Proficient |
| Requirement Gathering & Design | Must Have | Expert |
| Team Player | Must Have | Proficient |
| Communication English Speaking Skills | Must Have | Proficient |
| Prioritization & Decision Making | Must Have | Proficient |
| Requirements Clarity & Organization | Must Have | Expert |
| Problem Solving & Analytical Thinking | Must Have | Proficient |
| Business Acumen (Service Operations Focus) | Must Have | Proficient |
| Influencing without Authority | Must Have | Proficient |
| Documentation & Process Standardization | Good to Have | Competent |
Technical Capabilities
| Capability | Must Have / Good to Have | Level Required |
| Salesforce Service Cloud (Case Management Knowledge Omnichannel Service Console) | Must Have | Proficient |
| Admin & Configuration (Objects Flows Validation Rules Queues) | Must Have | Proficient |
| Backlog Management (Jira / Agile Tools) | Must Have | Expert |
| User Story & Acceptance Criteria Writing | Must Have | Proficient |
| Requirement Analysis & Translation to User Stories | Must Have | Proficient |
| Acceptance Criteria Definition & Validation | Must Have | Proficient |
| Alignment of Business Intent to Technical Execution | Must Have | Proficient |
| Agile Delivery Practices (Scrum/Kanban) | Must Have | Proficient |
| Knowledge Management & Service Processes | Must Have | Proficient |
| Reporting & Analytics Interpretation (Service KPIs) | Good to Have | Competent |
| Integration Awareness (APIs Middleware conceptual) | Good to Have | Competent |
Career Level & Role Expectations
- Operates in a Professional band with focus on delivery ownership and functional leadership
- Takes prioritization and scope decisions with moderate autonomy
- Drives delivery outcomes through structured backlog governance
- Acts as the central coordination point for Service Cloud squad execution
Work Environment
- Standard enterprise work environment
- High collaboration with distributed cross-functional teams
- Primarily desk-based role involving digital tools communication platforms and agile ceremonies
