Salesforce Business Analyst

Role & responsibilities

We are seeking a proactive and detail-oriented Salesforce Business Analyst with a strong focus on Service Cloud to bridge the gap between business needs and technical solutions. This individual will be instrumental in gathering, analysing, and documenting requirements, designing solutions, and ensuring the successful implementation of our Service Cloud initiatives to optimize our client and agent experience. You will work closely with stakeholders across various departments to drive continuous improvement.

Key Responsibilities:

• Act as the primary liaison between business stakeholders and technical development teams for Service Cloud projects.
• Conduct thorough requirements gathering sessions, workshops, and interviews with business users to understand their processes and needs related to client service.
• Analyze, document, and prioritize business requirements, translating them into functional and non-functional specifications, user stories, use cases, and process flows.
• Design and propose Salesforce Service Cloud solutions, leveraging out-of-the-box features where possible (e.g., Case Management, Omnichannel, Knowledge Base).
• Create clear and comprehensive documentation including BRDs, FSDs, user manuals, and training materials.
• Collaborate with Salesforce Developers and Architects to ensure proposed solutions are technically feasible and align with Salesforce best practices.
• Facilitate User Acceptance Testing (UAT) sessions, manage UAT feedback, and ensure sign-off from business stakeholders.
• Assist in training end-users on new Service Cloud functionalities.
• Participate in Agile ceremonies (sprint planning, stand-ups, retrospectives).

Required Skills and Qualifications:

• Bachelors degree in business administration, Information Systems, or a related field.
• 7-9 years of experience as a Business Analyst on Salesforce, particularly Service Cloud.
• Deep understanding of customer service processes and best practices.
• Proficiency in Salesforce configuration capabilities.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication (written and verbal) and interpersonal skills, with the ability to effectively engage with both technical and non-technical stakeholders.