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Specialized Salesforce BA with mid-level experience and moderate employer brand leads to medium applicant competition.
Role requires Salesforce Service Cloud expertise and certifications, making cross-industry transferability limited.
Explicit 5+ years requirement, mandatory Salesforce Admin certification, and hands-on Service Cloud skills increase shortlisting rigidity.
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Act as primary liaison between customer service/support business stakeholders and Salesforce technical teams to deliver Salesforce Service Cloud solutions.
Lead requirements-gathering workshops, document detailed user stories, process flows, and acceptance criteria aligned with Agile standards.
Oversee User Acceptance Testing (UAT), manage product backlog, and guide continuous process improvement and automation within service operations.
Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
5+ years as a Business Analyst with at least 3 years focused on Salesforce implementations including Salesforce Service Cloud features.
Proficiency in Agile/Scrum methodologies and business analysis tools such as JIRA, Confluence, Lucidchart, Visio.
Active Salesforce Certified Administrator certification.
Experienced in facilitating complex requirements workshops and translating business needs into technical Salesforce solutions with strong hands-on declarative expertise.
Able to manage large-scale, enterprise Salesforce implementations involving multiple concurrent workstreams and cross-functional teams.
Background in customer service/support operations with knowledge of Salesforce Service Cloud advanced capabilities and process optimization tools like Salesforce Flow and Einstein AI.