Business Process Analyst

Description

A large academic institution is seeking a proactive and strategic Business Process Analyst to evaluate, optimize, and support business operations related to its Salesforce Service Cloud platform. This individual will work closely with department heads and stakeholders across multiple departments, providing insight and recommendations to improve student-facing services, advisor workflows, and internal processes.

This role will serve as a key bridge between business operations and technical development, helping to ensure the institution is making the most effective and efficient use of its Salesforce platform.

Key Responsibilities

Evaluate existing workflows, procedures, and systems related to Salesforce Service Cloud

Conduct process mapping and gap analysis to identify inefficiencies and recommend improvements

Collaborate with department leaders to advise on optimal usage of Salesforce for case management, student support, knowledge management, and agent automation

Support the configuration and optimization of Service Cloud agents, case routing, and automation processes

Lead discovery sessions and conduct interviews with advisors, student support teams, and administrators to understand current-state operations

Research best practices in higher education, particularly in how academic advising and student services are delivered using CRM tools

Serve as a liaison between functional departments and the Salesforce technical team to translate business needs into system enhancements

Track and document recommendations, create standard operating procedures (SOPs), and assist in training efforts across departments

Support the broader implementation of Salesforce Service Cloud across academic and administrative units

Requirements

Qualifications

Required :

3+ years of experience in business process analysis, operations, or systems implementation

Proven experience working with Salesforce, especially Service Cloud

Strong understanding of workflow automation, agent optimization, and CRM adoption strategies

Excellent communication and facilitation skills, with the ability to advise and influence stakeholders across all levels

Experience leading cross-departmental meetings and developing actionable insights

Demonstrated ability to work within a complex organizational structure such as higher education

Preferred

Familiarity with higher education business processes, especially student advising, case management, and academic support

Experience supporting technology rollouts or CRM optimization across multiple business units

Salesforce certifications (e.g., Administrator, Business Analyst, or Service Cloud Consultant)

Experience with tools such as Salesforce Knowledge, Omni-Channel, Einstein Search, or Service Console

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https : / / www.roberthalf.com / us / en / mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract / temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract / temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M / F / Disability / Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https : / / www.roberthalf.com / us / en / terms) .