Job Description

The Business Solutions Analyst (BSA-1) - Salesforce Service Cloud serves as a critical liaison between the business community and the IT organization. This role involves collecting, analyzing, developing, documenting, and communicating business requirements while supporting user testing to meet business goals. The BSA proactively identifies technology opportunities that impact corporate strategies and performance, ensuring that business needs are met through effective technical solutions. Key Responsibilities Liaison and Relationship Management Establish and maintain relationships with business partners and the IT organization. Collaborate with stakeholders to gather and understand business requirements, translating them into functional specifications. Requirements Gathering and Analysis Conduct data gathering and analysis to understand business strategy requirements. Utilize a structured requirements process to assist in identifying business priorities. Solution Design and Implementation Lead the design, configuration, and implementation of Salesforce Service Cloud solutions. Develop, write, and communicate business requirements and functional specifications. Implement business solutions utilizing Salesforce CRM features such as case management, knowledge base, service contracts, and entitlements. Project Management Assist in project planning, defining scope, objectives, timelines, and resource allocation. Monitor project progress and provide regular updates to stakeholders. Ensure projects are delivered on time, within scope, and within budget. Testing and Quality Assurance Develop and execute test plans to validate that implemented solutions meet business requirements. Create user test cases, execute test cases, and validate test results. Troubleshoot and resolve issues related to Salesforce applications and integrations. Training and Support Develop training materials and conduct training sessions for end-users. Provide ongoing support to users, troubleshooting issues and answering queries related to Salesforce Service Cloud. Gather feedback from users and make recommendations for continuous improvement. Stakeholder Communication and Collaboration Serve as the primary point of contact between business stakeholders and technical teams. Facilitate meetings and workshops to gather requirements, discuss solutions, and review project progress. Communicate effectively with all levels of the organization. Compliance and Best Practices Ensure that Salesforce solutions comply with industry standards, best practices, and regulatory requirements. Stay updated with the latest Salesforce features and updates, and proactively recommend improvements. Primary Duties and Responsibilities Assess client needs and develop business cases. Document current business processes and models. Execute configuration changes in the CRM solution. Develop user test cases and validate test results. Support efforts to ensure IT solutions meet customer needs. Troubleshoot and fix bugs, ensuring application stability and functionality. Provide support for customer satisfaction data analysis. Educate project team members on business unit goals and the value of IT. Experience and Educational Requirements Education : Bachelor s degree in Computer Science, Information Systems, Business, or related field, or equivalent work experience. Experience : 3-5 years of relevant technical or business work experience. 3-5 years of development/configuration experience in Salesforce CRM. Certifications : Salesforce Admin Certification and Salesforce Certified Business Analyst preferred. Technical Skills : Proficiency in Salesforce Service Cloud features and capabilities. Understanding of IIBA principles and practices. Familiarity with Salesforce tools like Process Builder, Flow, and Lightning. Experience with data migration, integration, and reporting. Soft Skills : Strong analytical and problem-solving skills. Excellent verbal and written communication skills. Ability to prioritize workload and consistently meet commitments. Good organizational skills and judgment in status communication and problem escalation. Experience & Educational Requirements: 3-5 years of relevant technical or business work experience. Salesforce Admin Certification or (Salesforce Developer Certification) and Salesforce Certified Business Analyst Conduct data gathering and analysis to understand business strategy requirements. Utilize a structured requirements process to assist in identifying business priorities. Bachelor s degree in computer science, Information Technology or any other related discipline or equivalent related experience Preferred Certifications: Certified Business Analysis Professional (CBAP) Lean Six Sigma ITIL, ITSM Certifications Skills & Knowledge: Behavioral Skills: Critical Thinking Detail Oriented Impact and Influencing Collaboration Multitasking Problem Solving Technical Skills: Application Design and Management Data Security Database Management Systems Information Security Strategy Server Technologies Software Design and Testing Technical Documentation Tools Knowledge: Microsoft Office Suite Business Intelligence Tools like Tableau, Power BI Programming and Development Languages - JavaScript, HTML/CSS, Python, SQL CRM platforms such as SAP, Salesforce