Business Analyst

About The Role

Key Responsibilities

• Act as the primary liaison between business stakeholders and technical development
  

• Conduct thorough requirements gathering sessions, workshops, and interviews with
  

• Analyze, document, and prioritize business requirements, translating them into functional
  

• Design and propose Salesforce Service Cloud solutions, leveraging out-of-the-box
  

• Create clear and comprehensive documentation including BRDs, FSDs, user manuals,
  

• Collaborate with Salesforce Developers and Architects to ensure proposed solutions are
  

• Facilitate User Acceptance Testing (UAT) sessions, manage UAT feedback, and ensure
  

• Assist in training end-users on new Service Cloud functionalities.
• Participate in Agile ceremonies (sprint planning, stand-ups, retrospectives).
  

Required Skills And Qualifications

• Bachelor's 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
  

Preferred Certifications

• Salesforce Certified Administrator
• Salesforce Certified Service Cloud Consultant
• CBAP or CCBA certification (IIBA)