Salesforce Service Cloud Business Analyst

Manulife Financial; Halifax; Hybrid; CAD 66,000 - 110,000; Full time

Job summary

Manulife Financial in Canada is seeking a seasoned business analyst to join the Canadian Segment Operations Excellence Team. You will design and configure Salesforce Service Cloud solutions, document user stories and acceptance criteria, and collaborate with IT partners to ensure successful delivery.

The role focuses on process improvement, KPIs, testing, and coaching junior analysts, with strong emphasis on data models, flows, and case management to support contact center operations.

Qualifications

• 5+ years of business analysis experience with Salesforce Service Cloud.
• Experience documenting requirements, stories, and acceptance criteria.
• Knowledge of data models, UI layouts, and automation in Salesforce.

Responsibilities

• Support Salesforce agile squad initiatives and service delivery.
• Analyze, document user stories, acceptance criteria, and testing activities.
• Design and configure Salesforce Service Cloud solutions including data models and automation.

Skills

Salesforce Service Cloud

Business analysis

Agile methodologies

Requirement gathering

Stakeholder collaboration

Education

Bachelor's in Computer Science or Software Engineering

Tools

Salesforce

MS Office

Job description

Manulife Financial in Canada is seeking a seasoned business analyst to join the Canadian Segment Operations Excellence Team. You will design and configure Salesforce Service Cloud solutions, document user stories and acceptance criteria, and collaborate with IT partners to ensure successful delivery.

The role focuses on process improvement, KPIs, testing, and coaching junior analysts, with strong emphasis on data models, flows, and case management to support contact center operations.