Sr Business Systems Analyst (Salesforce Service Cloud/ Experience Cloud)
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Protocol Intelligence
Data-driven signals on your job's competitivenessMetro location, mid-level role, known employer, but Salesforce specialization reduces applicant density.
Salesforce-focused product ownership requires platform expertise and certifications, moderately limiting cross-industry transferability.
Explicit 5+ years, mandatory Salesforce Admin certification, and domain-specific product ownership requirements.
Job Description
Structured overview of role & requirementsAbout 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.