Salesforce Service Cloud BA | AI-Driven Support Optimizer

Saicon; San Jose (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Saicon seeks a Senior Business Systems Analyst with hands-on Salesforce Service Cloud experience to optimize customer support workflows and drive enterprise service excellence. You will partner with Sales and Customer Support to design case management, omni-channel routing, knowledge management, and Experience/Community Cloud capabilities, translating needs into clear specifications.

In addition to agile delivery, you will leverage AI-assisted techniques to accelerate concept validation, define

Qualifications

• 10+ years of Business Systems Analyst experience in large-scale, global environments.
• 4+ years deep experience on Salesforce Service Cloud & Experience Cloud.
• Hands-on Service Cloud with case intake, knowledge management, routing and self-service.
• Experience in Agile delivery with backlog refinement and sprints.
• Strong requirements gathering, process design and UAT.
• Ability to work with stakeholders and leverage Salesforce out-of-the-box capabilities.
• Salesforce certifications demonstrating platform fluency.

Responsibilities

• Partner with Sales & Customer Support stakeholders to optimize support and customer community workflows, enabling self-service, streamlining handoffs, and reducing manual effort across support channels.
• Leverage AI-assisted delivery techniques (including 'vibe coding'/rapid prototyping) to validate concepts quickly with users and accelerate iteration.
• Design and leverage AI agents and workflow orchestration capabilities to automate complex end-to-end business processes with built-in governance, exception handling, security/access controls, and operational oversight.
• Establish success metrics to measure cycle time reduction, elimination of handoffs, user adoption, and process compliance.
• Assess upstream/downstream impacts across integrated systems, document system interactions, data dependencies, and exception paths.
• Translate business needs into clear functional specifications, process flows, user stories, and acceptance criteria—including agent-ready rules and guardrails.
• Drive UAT readiness, including test planning, end-to-end validation, and stakeholder coordination to ensure solutions meet business expectations.
• Collaborate with Development, QA, InfoSec to ensure solutions are secure, scalable, and aligned to enterprise standards.

Job description

Saicon seeks a Senior Business Systems Analyst with hands-on Salesforce Service Cloud experience to optimize customer support workflows and drive enterprise service excellence. You will partner with Sales and Customer Support to design case management, omni-channel routing, knowledge management, and Experience/Community Cloud capabilities, translating needs into clear specifications.

In addition to agile delivery, you will leverage AI-assisted techniques to accelerate concept validation, define