Salesforce Service Cloud Business Analyst

Durban - South Africa

Monthly Salary: Not Disclosed

Posted on: 21 hours ago

Vacancies: 1 Vacancy

Job Summary

About the Role:
Were looking for a Salesforce Service Cloud Business Analyst who can bridge business needs with technical solutions driving innovation and efficiency across customer service platforms. Youll collaborate with stakeholders architects and development teams to translate business goals into smart scalable Salesforce solutions.

Key Responsibilities:

Partner with product owners and business users to understand requirements and translate them into clear user stories acceptance criteria and solution designs.
Act as the Service Cloud functional SME guiding teams on leveraging key Salesforce capabilities.
Facilitate workshops and create detailed documentation from business requirement specs to process flows and work breakdown structures.
Work within Agile/Scrum teams to manage backlogs support sprint planning and ensure timely delivery.
Contribute to testing and quality assurance efforts including user acceptance testing.
Support change management initiatives related to digital transformation.
Continuously identify opportunities to enhance business value and improve systems and processes.

Requirements:

47 years experience as a Business Analyst with at least 3 years of Salesforce Service Cloud project experience.
Strong understanding of case management Omni-Channel routing Service Console automation (flows/AI) and multi-channel engagement tools.
Proficiency in Agile methodologies including writing detailed user stories and managing sprints.
Working knowledge of Confluence Jira Miro or similar tools.
Excellent communication and stakeholder management skills with the ability to explain complex ideas to both technical and non-technical audiences.

Qualifications/ Nice-to-have:

Bachelors degree or diploma in Information Systems Business Analysis or related field.
Salesforce certifications such as Service Cloud Consultant Business Analyst or Platform Administrator.
Financial services industry experience.
Experience with Financial Services Cloud (FSC) or exposure to other Salesforce Clouds (Sales Experience Data 360).

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Required Experience:

About the Role:Were looking for a Salesforce Service Cloud Business Analyst who can bridge business needs with technical solutions driving innovation and efficiency across customer service platforms. Youll collaborate with stakeholders architects and development teams to translate business goals int...

Key Responsibilities:

Partner with product owners and business users to understand requirements and translate them into clear user stories acceptance criteria and solution designs.
Act as the Service Cloud functional SME guiding teams on leveraging key Salesforce capabilities.
Facilitate workshops and create detailed documentation from business requirement specs to process flows and work breakdown structures.
Work within Agile/Scrum teams to manage backlogs support sprint planning and ensure timely delivery.
Contribute to testing and quality assurance efforts including user acceptance testing.
Support change management initiatives related to digital transformation.
Continuously identify opportunities to enhance business value and improve systems and processes.

Requirements:

47 years experience as a Business Analyst with at least 3 years of Salesforce Service Cloud project experience.
Strong understanding of case management Omni-Channel routing Service Console automation (flows/AI) and multi-channel engagement tools.
Proficiency in Agile methodologies including writing detailed user stories and managing sprints.
Working knowledge of Confluence Jira Miro or similar tools.
Excellent communication and stakeholder management skills with the ability to explain complex ideas to both technical and non-technical audiences.

Qualifications/ Nice-to-have:

Bachelors degree or diploma in Information Systems Business Analysis or related field.
Salesforce certifications such as Service Cloud Consultant Business Analyst or Platform Administrator.
Financial services industry experience.
Experience with Financial Services Cloud (FSC) or exposure to other Salesforce Clouds (Sales Experience Data 360).

Required Experience: