Senior Salesforce BA: Service Cloud Transformation Lead

The Select Group; Durham, Northern (NC, KY); Hybrid; USD 120,000 - 150,000; Full time

Job summary

The Select Group in Durham, NC (onsite three days per week) seeks a Sr. Salesforce Business Analyst to lead a Salesforce transformation, bridging business stakeholders and delivery teams to achieve measurable business outcomes.

You will gather requirements, write user stories and acceptance criteria, facilitate stakeholder discussions, and collaborate with architects and QA to ensure successful delivery across locations Durham, Englewood, and Hoboken.

Qualifications

• 7+ years of Business Analysis experience in enterprise environments.
• Strong Salesforce Service Cloud experience.
• Proven ability to translate complex processes into clear requirements.
• Excellent verbal and written communication with business and technical stakeholders.

Responsibilities

• Meet with business stakeholders to understand pain points, processes, requirements, and desired outcomes.
• Ask probing questions and challenge assumptions when requirements are vague or incomplete.
• Translate business needs into detailed user stories and clear, testable acceptance criteria.
• Communicate requirements to developers, architects, and QA and ensure the team understands the underlying business need.
• Partner with architects without taking ownership of architecture or technical solution design.
• Participate in Agile ceremonies, backlog refinement, UAT, and continuous-improvement efforts.
• Work across multiple initiatives and adjust quickly as changes priorities.
• Support Agentforce/AI initiatives where applicable from the business analysis and requirements perspective.

Skills

Business Analysis

Stakeholder Facilitation

Requirements Elicitation

User Story Writing

Acceptance Criteria

Communication

Agile Ceremonies

Tools

Salesforce Service Cloud

Job description

The Select Group in Durham, NC (onsite three days per week) seeks a Sr. Salesforce Business Analyst to lead a Salesforce transformation, bridging business stakeholders and delivery teams to achieve measurable business outcomes.

You will gather requirements, write user stories and acceptance criteria, facilitate stakeholder discussions, and collaborate with architects and QA to ensure successful delivery across locations Durham, Englewood, and Hoboken.