Salesforce Service Cloud: Business Analyst for Seamless CX
TechDigital Group
14 days+
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Job summary
A leading technology consulting firm is seeking a Salesforce Service Cloud Business Analyst in California. This role focuses on analyzing business needs, gathering requirements, and translating them into functional Salesforce solutions, particularly in case management and omni-channel routing. The ideal candidate will lead workshops, support configuration, and work collaboratively in Agile sprints to drive continuous improvement in customer service. Strong analytical and communication skills are essential to thrive in this position.
Qualifications
- Deep understanding of Salesforce Service Cloud functionalities.
- Experience with contact center operations and customer service best practices.
- Strong analytical, communication (written/verbal), and facilitation skills.
Responsibilities
- Lead workshops, interviews, and discovery sessions.
- Translate business needs into detailed functional specifications.
- Support the configuration and customization of Salesforce Service Cloud.
- Work closely with developers in Agile sprints.
- Plan and support User Acceptance Testing (UAT).
- Drive continuous improvement by recommending best practices.
- Create comprehensive documentation and training materials.
Skills
Salesforce Service Cloud
Analytical skills
Communication skills
Facilitation skills
Requirements management tools
Tools
Azure DevOps
CTI
Job description
A leading technology consulting firm is seeking a Salesforce Service Cloud Business Analyst in California. This role focuses on analyzing business needs, gathering requirements, and translating them into functional Salesforce solutions, particularly in case management and omni-channel routing. The ideal candidate will lead workshops, support configuration, and work collaboratively in Agile sprints to drive continuous improvement in customer service. Strong analytical and communication skills are essential to thrive in this position.
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