Salesforce Service Cloud Product Analyst

Role: Salesforce Service Cloud Product Analyst

Location: Atlanta GA (Hybrid)

Type: Contract

Role Overview:

The Salesforce Service Cloud Product Analyst will work directly with Clients business stakeholders product owners and offshore delivery teams to define requirements lead functional design support enhancements and ensure successful execution across the Salesforce Service Cloud platform. This role requires strong client facing communication deep functional expertise and the ability to coordinate seamlessly with distributed teams.

Day to Day Job Duties:

• Engage with business stakeholders to gather refine and validate requirements.
• Translate business needs into user stories functional specs and acceptance criteria.
• Serve as the primary onshore liaison between business teams and offshore development.
• Support Service Cloud capabilities including Case Management Omni Channel Knowledge SLAs and Entitlements.
• Lead Agile ceremonies such as sprint planning backlog grooming and daily stand.
• Ensure alignment between business expectations and delivery through proactive communication.
• Provide UAT leadership including test case validation defect triage and release readiness.
• Drive continuous improvement and identify automation opportunities.
• Maintain documentation including BRDs user stories process flows and release notes.

Basic Qualifications:

• 5 years of Salesforce experience with strong Service Cloud expertise.
• Proven Product Analyst / Business Analyst background in Salesforce projects.
• Deep understanding of Service Cloud features such as Case Management SLAs Entitlements and Omni Channel.
• Strong Agile/Scrum experience in enterprise environments.
• Excellent communication and client facing skills.
• Hands on experience with JIRA and Confluence.
• Ability to coordinate with offshore teams and ensure smooth delivery.

Preferred Qualifications:

• Salesforce Administrator or Service Cloud Consultant certification.
• Experience in logistics or supply chain (ideal for Client).
• Exposure integrations using APIs MuleSoft or similar middleware.

Key Expectations (Onshore Role):

• Act as the primary point of contact for business and product teams.
• Provide leadership and oversight for offshore delivery.
• Ensure strong alignment between business priorities and technical execution.
• Maintain high standards of quality and documentation.