Salesforce Service Cloud Business Analyst

Alameda, CA - USA

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Hope you are doing Good!!

This is Mohana from S2SSoft LLC we are looking for the below mentioned job description. Kindly forward me your resume Rate and contact details for further process.

Position-Salesforce Service Cloud Business Analyst
Location-Alameda CA (Onsite)

Contract

Job Description

A Salesforce Service Cloud Business Analyst analyzes business needs gathers requirements and translates them into functional Salesforce solutions focusing on case management omni-channel routing and knowledge bases working with stakeholders and developers to configure the platform create user stories support UAT and drive continuous improvement for enhanced customer service.
Key tasks include leading discovery workshops designing process flows supporting integrations (like Amazon Connect) writing acceptance criteria and ensuring solutions meet business goals.

Key Responsibilities

Requirements Gathering: Lead workshops interviews and discovery sessions with stakeholders (agents managers IT) to understand customer service challenges and needs.
Solution Design: Translate business needs into detailed functional specifications user stories process flows (like call flows) and acceptance criteria for Service Cloud features (Case Management Omni-Channel Knowledge Field Service).
Configuration & Support: Support the configuration and customization of Salesforce Service Cloud Experience Cloud and related integrations.
Agile Collaboration: Work closely with developers QA and architects in Agile sprints (backlog grooming demos) to build and test solutions.
Testing & Deployment: Plan and support User Acceptance Testing (UAT) triage defects and coordinate with teams for successful deployments.
Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features including AI capabilities.
Documentation: Create comprehensive documentation reports and training materials for new features and processes.

Core Skills & Knowledge

Deep understanding of Salesforce Service Cloud functionalities (Case Management Entitlements SLAs Knowledge Omni-Channel).
Experience with contact center operations and customer service best practices.
Strong analytical communication (written/verbal) and facilitation skills.
Proficiency with requirements management tools (e.g. Azure DevOps).
Familiarity with system integrations (e.g. CTI Amazon Connect).

Hi Hope you are doing Good!! This is Mohana from S2SSoft LLC we are looking for the below mentioned job description. Kindly forward me your resume Rate and contact details for further process. Position-Salesforce Service Cloud Business Analyst Location-Alameda CA (Onsite) Contract Job Descripti...