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Mid-level Salesforce BA with common title, multiple required skills, and certifications drives high competition.
Salesforce Service Cloud specialization and preferred healthcare experience limit cross-industry transferability.
Mandatory 5+ years, 3+ Salesforce years, and required Salesforce Admin certification increase screening strictness.
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Act as the primary liaison between customer service/support business stakeholders and Salesforce technical teams, driving Salesforce Service Cloud solution delivery.
Lead requirements-gathering workshops, develop detailed user stories, process flows, and acceptance criteria aligned with Agile practices for case management and service operations.
Manage UAT activities, configure Salesforce Service Cloud features, and support process automation and optimization initiatives within service operations.
Bachelor's degree in IT, Computer Science, Business Administration, or related field, or equivalent experience.
Minimum 5 years as a Business Analyst with at least 3 years focused on Salesforce implementations, specifically Salesforce Service Cloud.
Hands-on experience with Salesforce Service Cloud features including Case Management, Omni-Channel, Knowledge Base, Entitlements; Agile/Scrum expertise with user story writing and backlog management.
Active Salesforce Certified Administrator certification; proficiency with JIRA, Confluence, Lucidchart, or equivalent tools.
Experienced in large-scale enterprise Salesforce implementations with multiple concurrent workstreams, ideally within healthcare, pharmaceutical, or life sciences sectors.
Skilled in leading cross-functional stakeholder workshops and translating complex business processes into technical Salesforce solutions, with knowledge of integration and data governance.
Familiar with Salesforce advanced features including Einstein AI, CTI integrations, and process automation tools, plus certifications such as Salesforce Certified Service Cloud Consultant or Business Analyst.