Salesforce Integration & Analytics Analyst

Kelly; New Jersey; On-site; USD 90,000 - 120,000; Full time

Job summary

Kelly, in partnership with Johnson & Johnson, is hiring a Business Analyst – Salesforce Integration in New Jersey. You will support Salesforce Service Cloud case management, dashboards, and cross-platform integrations across customer service, order management, and supply chain.

The role focuses on process improvement, user stories, acceptance criteria, UAT testing, and enabling data-driven decisions with dashboards and reports while collaborating with business and technical teams.

Qualifications

• 5+ years of experience in business analysis, systems analysis, or Salesforce support.
• Hands-on experience with Salesforce Service Cloud, including case management, queues, and Email-to-Case.
• Experience building Salesforce reports and dashboards.
• Experience documenting business requirements and user stories, and developing test scripts.
• Strong analytical skills and advanced proficiency in Microsoft Excel.
• Excellent written and verbal communication skills, with the ability to learn new processes quickly and support multiple teams.

Responsibilities

• Support daily case management in Salesforce Service Cloud, including case intake, assignment, escalation, and resolution.
• Monitor queues, case routing, and Email-to-Case processing to help ensure customer inquiries reach the right team quickly.
• Build Salesforce dashboards to track case volume, queue throughput, and service levels, and help develop cross-platform customer service and OTC metrics.
• Support business processes, enhancements, and issue resolution across Salesforce integrations and connected customer service applications.
• Partner with technology teams to deploy enhancements and resolve production issues, assessing upstream and downstream impacts before changes go live.
• Collaborate with business, technology, and external support teams to keep processes aligned end to end across systems.
• Gather requirements, develop user stories and acceptance criteria, create process maps, and manage enhancement requests from intake through implementation.
• Assess needs across platforms, recommend scalable solutions aligned with enterprise standards, and contribute to transformation and system implementation initiatives.
• Plan and execute user acceptance and regression testing for system changes in accordance with applicable validated-systems procedures.
• Champion user adoption, continuous improvement, and operational excellence through release and downtime communications, job aids, and end-user training.
• Build working knowledge of customer service, order management, OTC, and ERP processes to support adjacent functions when needed.

Skills

Salesforce Service Cloud

Case management

Dashboards

Requirements gathering

UAT testing

Excel

Communication

Tools

Jira

ServiceNow

Power BI

Job description

Kelly, in partnership with Johnson & Johnson, is hiring a Business Analyst – Salesforce Integration in New Jersey. You will support Salesforce Service Cloud case management, dashboards, and cross-platform integrations across customer service, order management, and supply chain.

The role focuses on process improvement, user stories, acceptance criteria, UAT testing, and enabling data-driven decisions with dashboards and reports while collaborating with business and technical teams.