Remote Salesforce Service Cloud BA - Field Service Expert

Arkhya Tech. Inc.; New York (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

Arkhya Tech. Inc. is seeking an experienced Salesforce Service Cloud Business Systems Analyst (BSA) with 8-12 years of Salesforce experience, including significant exposure to Service Cloud.

The role focuses on requirements discovery, functional solution design, and cross-functional collaboration with product, architecture, and QA teams to deliver scalable Service Cloud solutions. The ideal candidate will drive workshops, map business processes, translate needs into functional specs, and ensure

Qualifications

• 8-12 years Salesforce experience with substantial Service Cloud exposure
• Knowledge of omni-channel routing, flows, validation rules, and automation
• Understanding of data model, security and object relationships in Salesforce
• Ability to translate business needs into functional specs and user stories
• Experience with test planning, UAT, and acceptance criteria
• Preferred: Business Analyst Certification or Salesforce admin certifications

Responsibilities

• Lead discovery sessions with Service Operations, Support, Product, and Technology teams
• Document AS-IS and TO-BE processes and acceptance criteria
• Translate requirements into Salesforce specifications and configurations
• Collaborate with Architects and Developers on case lifecycle, routing, and automation
• Support QA, UAT planning, and validation of solutions
• Ensure governance, security, and data integrity in Service Cloud implementations

Skills

Omni-Channel routing

Flows

Workflow rules

Validation rules

Queue management

Entitlements / SLAs

Salesforce data model

Security / object relationships

Apex logic analysis (conceptual)

LWC behavior (conceptual)

Integrations (REST/SOAP)

User stories & specs

Education

Business Analyst Certification

Salesforce Administrator / Advanced Administrator

Tools

CTI integrations

Service Cloud configuration

Job description

Arkhya Tech. Inc. is seeking an experienced Salesforce Service Cloud Business Systems Analyst (BSA) with 8-12 years of Salesforce experience, including significant exposure to Service Cloud.

The role focuses on requirements discovery, functional solution design, and cross-functional collaboration with product, architecture, and QA teams to deliver scalable Service Cloud solutions. The ideal candidate will drive workshops, map business processes, translate needs into functional specs, and ensure