Salesforce Techno- Functional Analyst

Ethereum Technologies LLC; Chicago (IL); On-site; USD 85,000 - 110,000; Full time

Job summary

A technology solutions provider based in the United States is seeking a skilled Salesforce Service Cloud Business Analyst. The role involves collaborating with stakeholders to optimize customer service through technology. Candidates should have a relevant degree, 3+ years of experience, and strong skills in Salesforce Service Cloud. This dynamic position offers the opportunity to implement innovative solutions while working alongside cross-functional teams in a fast-paced environment.

Qualifications

• 3+ years of experience as a Business Analyst focusing on Salesforce Service Cloud.
• Strong understanding of Salesforce features including Case Lifecycle and SLAs.
• Salesforce certifications (e.g., Service Cloud Consultant) preferred.

Responsibilities

• Gather, analyze, and document business requirements for customer service.
• Translate business needs into functional specifications for Salesforce enhancements.
• Configure and customize Salesforce Service Cloud features.
• Develop and execute test plans to validate system functionality.

Skills

Salesforce Service Cloud expertise

Business analysis

Analytical skills

Excellent communication

Agile/Scrum methodologies

Education

Bachelor's degree in Business or related field

Tools

Jira

Azure DevOps

Tableau

Power BI

Job description

Full Job Description

We are seeking a skilled and proactive Salesforce Service Cloud Business Analyst to join our dynamic team. This role is pivotal in bridging the gap between business needs and technical solutions within the Salesforce Service Cloud ecosystem. The ideal candidate will have deep expertise in Salesforce Service Cloud, strong analytical skills, and a passion for optimizing customer service operations through technology.

Key Responsibilities

• Collaborate with stakeholders to gather, analyze, and document business requirements related to customer service processes.
• Translate business needs into functional specifications and user stories for Salesforce Service Cloud enhancements.
• Work closely with Salesforce developers, administrators, and QA teams to ensure successful implementation of solutions.
• Conduct gap analysis and recommend process improvements using SFSC capabilities.
• Configure and customize SFSC features such as Case Management, Omni-Channel, Knowledge Base, and Service Console.
• Develop and execute test plans to validate system functionality and performance.
• Provide training and support to end-users and create documentation for new features and processes.
• Monitor system performance and user adoption, and propose enhancements based on feedback and analytics.
• Stay current with Salesforce releases and industry trends to identify opportunities for innovation.

Must Have Skills:

• Bachelor’s degree in Business, Information Systems, or related field.
• 3+ years of experience as a Business Analyst with a focus on Salesforce Service Cloud.
• Strong understanding of SFSC features including Case Lifecycle, Entitlements, SLAs, and Omni-Channel routing.
• Experience with Agile/Scrum methodologies and tools like Jira or Azure DevOps.
• Excellent communication, presentation, and stakeholder management skills.
• Salesforce certifications (e.g., Salesforce Certified Service Cloud Consultant, Salesforce Administrator) are highly preferred.
• Experience with integration tools (e.g., MuleSoft, Zapier) and third-party service platforms.
• Familiarity with reporting tools like Tableau, Power BI, or Salesforce Reports & Dashboards.
• Knowledge of ITIL or customer service best practices.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

ETHEREUM TECHNOLOGIES LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. ETHEREUM TECHNOLOGIES LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will ETHEREUM TECHNOLOGIES LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract.