Salesforce Business Analyst

Salesforce Techno- Functional Analyst / / Salesforce Business Analyst

Primary skill : SFSC / Salesforce Service Cloud

Onsite 5 days : Local candidates only

Location : Chicago IL

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.

• 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.
• 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.

Key Skills

SQL,Agile,Business Analysis,Visio,Waterfall,Business Process Modeling,Requirements Gathering,User Acceptance Testing,Business requirements,SDLC,Systems Analysis,Data Analysis Skills

Employment Type : Full Time

Experience : years

Vacancy : 1