Job Summary

At Cognex we are committed to delivering best-in-class customer experiences powered by connected technology and data-driven insights. As we continue to expand and enhance our use of Salesforce were seeking a Salesforce Business Analyst with expertise in Service Cloud for continued support and further development of our Salesforce Service Cloud.

In this role you will work closely with cross-functional teams to support analysis and solution enhancements to our Salesforce Service Cloud environment. This role is ideal for a business analyst with an understanding of Service Cloud and Agentforce functionalities and a proven track record of collaborating with various functional teams in delivering system changes on time and per stakeholder requirements. You will be a key member of the team responsible for liaising between business stakeholders and the Salesforce technical team focusing on process improvement automation and user experience within the Service Cloud environment.

Essential Functions

• Assist in gathering and documenting business requirements for enhancements within Salesforce Service Cloud. Support the translation of requirements into user stories acceptance criteria and basic functional specifications under the guidance of senior team members.
• Understand current customer support processes and identify areas for optimization or automation.
• Collaborate with business and technical teams to improve business process and systems for case management omni-channel routing entitlements Agentforce and CRM Analytics.
• Coordinate and support user testing and change management efforts.

• Ensure alignment of system design with Salesforce best practices.
• Support collaboration with key stakeholders to help develop training materials documentation and communications for Salesforce users.

Knowledge Skills & Abilities

• Salesforce certifications such as Service Cloud Consultant Certified Agentforce Specialist Business Analyst or Administrator strongly preferred
• Experience working with Jira Confluence and Agile methodologies
• Experience with integrations between Salesforce and other enterprise systems (SAP Vonage Slack etc.)
• Experience with GenAI Agentforce and/or Experience Cloud

Minimum Education and Work Experience Required

• Bachelors degree in Business Information Systems Computer Science or related field.
• 3 years of experience as a Salesforce Business Analyst or Consultant.
• 2 years of hands-on experience with Salesforce Service Cloud including case management workflows omni-channel support entitlements SLAs and reporting.
• Strong experience in documenting business requirements and translating them into technical deliverables.
• Excellent communication skills and comfort working with both technical and business stakeholders.
• Ability to work effectively with guidance while building independence in fast-paced environments