Sr Business Systems Analyst (Salesforce Service Cloud/ Experience Cloud)
UKG (company site, opens in a new tab)5+ yrsBengaluruOn-siteDirect career pageEst. 18–30 LPA
Posted on 24 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own and prioritize the product backlog for Salesforce Service Cloud and Experience Cloud customer-facing capabilities, aligning with business objectives and customer needs.
- Translate business and customer requirements into clear features, user stories, and acceptance criteria while collaborating with cross-functional Agile teams to deliver scalable customer and agent experiences.
- Drive discovery, solution definition, release readiness, and continuous improvement by engaging stakeholders, managing dependencies, and ensuring platform governance and scalability.
Minimum Requirements
- 5+ years of relevant experience in Product Ownership, Product Management, Business Systems Analysis, or similar roles delivering enterprise technology solutions.
- 3+ years hands-on functional experience with Salesforce, specifically Service Cloud and Experience Cloud.
- Salesforce Administrator certification is mandatory.
- Strong understanding of Customer Support processes (case management, omnichannel support, knowledge management, customer self-service, SLAs, workflow automation).
Ideal Candidate Profile
- Experienced in Agile product ownership with proven ability to manage and prioritize backlogs and engage in sprint planning and demos effectively.
- Demonstrates strong collaboration skills with cross-functional teams including architects, developers, QA, UX, and business stakeholders in large-scale Salesforce implementations.
- Customer-centric with the ability to translate customer and business problems into scalable Salesforce solutions focused on improving support and self-service capabilities.