Salesforce Business Analyst

Info Services; Hyderabad; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

Info Services is seeking an experienced Salesforce Business Analyst focused on Service Cloud to bridge business needs with technical solutions. You will gather, analyse, and document requirements, design solutions, and drive successful Service Cloud initiatives to optimize client and agent experiences.

You will collaborate with stakeholders across departments, facilitate UAT, train end-users, and participate in Agile ceremonies to ensure continuous improvement and smooth delivery.

Qualifications

• 7-9 years of experience as a Business Analyst on Salesforce, particularly Service Cloud.
• Bachelor's degree in business administration, Information Systems, or a related field.
• Deep understanding of customer service processes and best practices.
• Proficiency in Salesforce configuration capabilities.

Responsibilities

• Act as the primary liaison between business stakeholders and technical development teams for Service Cloud projects.
• Conduct requirements gathering sessions and translate needs into functional specifications and user stories.
• Design and propose Salesforce Service Cloud solutions using out-of-the-box features where possible.
• Create comprehensive documentation including BRDs, FSDs, user manuals, and training materials.
• Collaborate with Salesforce Developers and Architects to ensure feasibility and best practices.
• Facilitate UAT sessions, manage feedback, and secure sign-off from stakeholders.
• Assist in training end-users on new Service Cloud functionalities.
• Participate in Agile ceremonies such as sprint planning, stand-ups, and retrospectives.

Skills

Analytical thinking

Problem solving

Communication

Stakeholder engagement

Education

Bachelor's degree in business administration or information systems

Tools

Salesforce

Salesforce Service Cloud

Job description

Role & responsibilities

We are seeking a proactive and detail-oriented Salesforce Business Analyst with a strong focus on Service Cloud to bridge the gap between business needs and technical solutions. This individual will be instrumental in gathering, analysing, and documenting requirements, designing solutions, and ensuring the successful implementation of our Service Cloud initiatives to optimize our client and agent experience. You will work closely with stakeholders across various departments to drive continuous improvement.

Key Responsibilities

• Act as the primary liaison between business stakeholders and technical development teams for Service Cloud projects.
• Conduct thorough requirements gathering sessions, workshops, and interviews with business users to understand their processes and needs related to client service.
• Analyze, document, and prioritize business requirements, translating them into functional and non-functional specifications, user stories, use cases, and process flows.
• Design and propose Salesforce Service Cloud solutions, leveraging out-of-the-box features where possible (e.g., Case Management, Omnichannel, Knowledge Base).
• Create clear and comprehensive documentation including BRDs, FSDs, user manuals, and training materials.
• Collaborate with Salesforce Developers and Architects to ensure proposed solutions are technically feasible and align with Salesforce best practices.
• Facilitate User Acceptance Testing (UAT) sessions, manage UAT feedback, and ensure sign-off from business stakeholders.
• Assist in training end-users on new Service Cloud functionalities.
• Participate in Agile ceremonies (sprint planning, stand-ups, retrospectives).

Required Skills and Qualifications

• Bachelors degree in business administration, Information Systems, or a related field.
• 7-9 years of experience as a Business Analyst on Salesforce, particularly Service Cloud.
• Deep understanding of customer service processes and best practices.
• Proficiency in Salesforce configuration capabilities.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication (written and verbal) and interpersonal skills, with the ability to effectively engage with both technical and non-technical stakeholders.