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Salesforce Service Cloud Business Analyst

6 years

0 Lacs

india

Posted:1 day ago| Platform: Linkedin logo

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Skills Required

salesforce service documentation communication analyze development design mapping test jira azure support configuration testing deployment training data integrity security compliance management reports model flow certifications

Work Mode

On-site

Job Type

Full Time

Job Description

Job Title: Business Analyst – Salesforce Service Cloud

Location: India

Experience: 6+ years

Role Overview:

Business Analyst

Key Responsibilities:

  • Collaborate with business stakeholders to gather, analyze, and document business requirements related to Salesforce Service Cloud.
  • Translate business needs into functional and technical specifications for development teams.
  • Work closely with Salesforce admins, developers, and architects to design and deliver scalable Service Cloud solutions.
  • Conduct workshops, interviews, and process mapping sessions to understand and improve customer service processes.
  • Define and manage user stories, acceptance criteria, and test cases in tools like Jira or Azure DevOps.
  • Support system configuration, testing (UAT), and deployment activities.
  • Identify gaps between current state and future state processes, recommending best practices leveraging Salesforce Service Cloud capabilities.
  • Provide end-user training and documentation for new features and enhancements.
  • Ensure data integrity, security, and compliance within Salesforce environments.

Required Skills & Experience:

  • 5+ years of total experience as a

    Business Analyst

    , with at least 3+

    years of hands-on experience in Salesforce Service Cloud

    .
  • Strong understanding of Service Cloud modules – Case Management, Knowledge Base, Omni-Channel, Entitlements, Service Console, and CTI integrations.
  • Experience in Salesforce declarative tools (Flows, Process Builder, Reports & Dashboards).
  • Familiarity with Salesforce data model, APIs, and integrations.
  • Excellent analytical and problem-solving skills.
  • Proficiency in creating BRDs, FRDs, process flow diagrams, and wireframes.
  • Strong communication and stakeholder management abilities.
  • Salesforce certifications such as

    Salesforce Certified Administrator

    or

    Service Cloud Consultant

    are preferred(Nice to have).

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