Salesforce Business Analyst

Salesforce Business Analyst (Service Cloud & FSL)

Senior Salesforce Business Analyst

Service Cloud

Field Service Lightning (FSL)

Salesforce Service Cloud and FSL

Key Responsibilities

• Lead business analysis activities across Salesforce Service Cloud and FSL projects, from initial discovery through to solution deployment.
• Collaborate with business stakeholders, dispatchers, field technicians, and product owners to understand field service and customer service operations and gather functional and non-functional requirements.
• Document detailed user stories, process flows, technician journeys, and business use cases that align with Salesforce best practices.
• Analyze current customer service and field service processes and identify opportunities for automation, scheduling optimization, and mobility improvements using Service Cloud and FSL capabilities.
• Work closely with Salesforce architects, developers, and QA teams to ensure accurate translation of business and field operational needs into technical solutions.
• Support configuration and validation of Service Cloud and FSL features, including but not limited to:
• Case Management, Work Orders, Service Appointments, Skills & Territories, Scheduling Policies, Gantt Views, Omni-Channel, Knowledge Base, Service Console, Macros, Flows, and related automation.
• Participate in UAT planning and execution, ensuring solutions meet both contact center and field service business requirements and deliver expected outcomes.
• Collaborate on training materials, user documentation, and support user adoption efforts for dispatchers, mobile technicians, and customer service reps.
• Help define and track key performance metrics (KPIs) such as first-time fix rate, technician utilization, appointment adherence, and customer satisfaction post-deployment.
  

Qualifications

• Bachelor's degree in Business, Information Systems, or related discipline.
• Salesforce Administrator and/or Service Cloud and FSL Consultant certification preferred.
• Minimum 10 years of business analysis experience, including 8 years working with Salesforce in enterprise settings.
• In-depth knowledge of Salesforce Service Cloud and FSL functionality, including mobile workforce management, appointment booking, and dispatch optimization.
• Strong skills in process mapping, requirements documentation, and stakeholder engagement across customer service and field operations.
• Experience working in Agile or hybrid project environments, using tools like Jira, Azure DevOps, or Smartsheet.
• Proven ability to bridge the gap between business, technical teams, and field stakeholders, aligning solutions with strategic goals.