Business Analyst

Position Overview

Key Responsibilities

• Partner with business stakeholders to

  gather, analyze, and document requirements

  for customer service transformation initiatives.
• Design and optimize processes leveraging

  Agentforce

  capabilities, including intelligent case routing, knowledge recommendations, and AI-powered service automation.
• Implement and enhance

  Messaging for In-App and Web (MIAW)

  to deliver seamless, real-time customer engagement.
• Configure and extend

  Enhanced Bots

  to support self-service, triage, and guided workflows.
• Collaborate with technical teams to ensure requirements are accurately translated into

  Salesforce configurations, flows, and custom components

  .
• Support implementation of

  Einstein for Service features

  (e.g., Case Classification, Next Best Action, Einstein Bots, Einstein Search) where applicable.
• Partner with data and analytics teams to leverage

  CRM Analytics dashboards

  for actionable insights and reporting.
• Conduct gap analysis, prepare user stories, acceptance criteria, and ensure

  alignment with business goals

  .
• Lead

  UAT cycles

  , training, and change management activities to drive adoption.
• Stay current on

  Salesforce platform releases

  and recommend innovative service solutions.

Required Skills & Qualifications

• 3 years of experience

  as a Salesforce Business Analyst or Functional Consultant.
• Proven expertise in

  Agentforce, MIAW (Messaging for In-App and Web)

  , and

  Enhanced Bots

  .
• Strong understanding of

  Salesforce Service Cloud

  features, including Omni-Channel, Knowledge, Case Management, and Service Console.
• Hands-on experience writing

  user stories, process flows, and functional specifications

  .
• Strong stakeholder management, communication, and facilitation skills.
• Ability to work in Agile/Scrum environments and collaborate across business and technical teams.