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Job Description
Structured overview of role & requirementsAbout This Role
Own the gathering, prioritization, and translation of business requirements for Salesforce Service Cloud solutions enhancing customer support operations.
Collaborate cross-functionally with Product, Delivery, Customer Service, Technology teams, and vendors to analyze processes and ensure agile delivery of solutions.
Facilitate workshops, document processes and technical specs, support integration initiatives, and provide ongoing user support and training.
Minimum Requirements
Proven experience as a Business Analyst with Salesforce Service Cloud in an agile delivery environment.
Bachelor’s degree in Computer Science, Information Systems, or a related field.
Proficiency with Salesforce Service Cloud platform, business requirements documentation, and integration technologies including APIs and SQL knowledge.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in customer service operations and case management workflows, preferably within retail, ecommerce, or B2C sectors.
Capable of bridging business and technical teams, facilitating workshops and translating complex needs into clear technical specifications.
Familiar with agile tools (e.g., JIRA, Confluence) and strategic alignment of business analysis efforts with organizational goals.