Business Process Analyst â Salesforce Service Cloud
Business Process Analyst â Salesforce Service Cloud
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1 Vacancy
Job Description
Job Title: Business Process Analyst Salesforce Service Cloud
Location: New Brunswick NJ (onsite 1 day per week after onboarding)
Type: Contract no guarantee convert
Key Responsibilities:
- Evaluate existing workflows procedures and systems related to Salesforce Service Cloud
- Conduct process mapping and gap analysis to identify inefficiencies and recommend improvements
- Collaborate with department leaders to advise on optimal usage of Salesforce for case management student support knowledge management and agent automation
- Support the configuration and optimization of Service Cloud agents case routing and automation processes
- Lead discovery sessions and conduct interviews with advisors student support teams and administrators to understand current-state operations
- Research best practices in higher education particularly in how academic advising and student services are delivered using CRM tools
- Serve as a liaison between functional departments and the Salesforce technical team to translate business needs into system enhancements
- Track and document recommendations create standard operating procedures (SOPs) and assist in training efforts across departments
- Support the broader implementation of Salesforce Service Cloud across the School of Social Work and affiliated departments
Qualifications:
Required:
- 3 years of experience in business process analysis operations or systems implementation
- Proven experience working with Salesforce especially Service Cloud
- Strong understanding of workflow automation agent optimization and CRM adoption strategies
- Excellent communication and facilitation skills with the ability to advise and influence stakeholders across all levels
- Experience leading cross-departmental meetings and developing actionable insights
- Demonstrated ability to work within a complex organizational structure such as higher education
Preferred:
- Familiarity with higher education business processes especially student advising case management and academic support
- Experience supporting technology rollouts or CRM optimization across multiple business units
- Salesforce certifications (e.g. Administrator Business Analyst or Service Cloud Consultant)
- Experience with tools such as Salesforce Knowledge Omni-Channel Einstein Search or Service Console
Employment Type
Full-time
