Senior Salesforce Business Analyst

Role Overview: As a Business Analyst on the Service Cloud Support Team, you will be the first point of contact for all Service Cloud support requests. Your main role will be to ensure the support queue is well-managed and the team is focused on solving impactful problems. This collaborative position requires strong communication skills and a strategic mindset. Key Responsibilities: - Triage and Prioritize: Review, analyze, and prioritize all incoming Service Cloud support requests to ensure prompt resolution of critical issues. - Business Analysis: Engage with the US-based Operations team to understand their needs and translate high-level requests into actionable requirements for the technical team. - Solution Design: Collaborate with technical Salesforce experts to brainstorm and outline solutions aligning with business goals and technical best practices. - Communication: Serve as the primary liaison between business stakeholders and the technical team, providing regular updates and explaining technical solutions clearly. - Documentation: Maintain comprehensive documentation of all support requests, requirements, and solution designs. Qualifications Required: - Experience: 6+ years in a business analysis or similar role, preferably in a technical or SaaS environment, with 3+ years specifically working with the Service Cloud platform. - Platform Knowledge: Strong understanding of Salesforce, particularly the Service Cloud platform. - Communication: Exceptional verbal and written English communication skills are essential for daily interactions with the US-based Operations team. - Problem-Solving: Excellent analytical skills to identify root causes of issues and propose logical solutions. - Collaboration: Comfortable working with both technical and non-technical teams as a natural collaborator. - Organizational Skills: Highly organized with the ability to manage multiple priorities and deadlines in a fast-paced environment.,