Sr Business Analyst - Salesforce Service Cloud
Digiiq Inc (company site, opens in a new tab)4+ yrsRemoteDirect career pageEst. 10–18 LPA
Posted 21h ago
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Job description
Structured overview of role & requirements
About This Role
- Analyze customer-service processes, run stakeholder workshops, identify operational gaps, and turn findings into prioritized requirements and user stories.
- Configure Salesforce Service Cloud features—including page layouts, entitlements, milestones, reports, and dashboards—and support change rollout and user adoption; the role does not involve hands-on coding.
- Identify automation and AI opportunities, including potential use of Agentforce.
Minimum Requirements
- Work Experience Required: 4+ years as a Business Analyst or Functional Consultant, including at least 2+ years of hands-on Salesforce Service Cloud experience.
- Strong Service Cloud knowledge across Case Management, Service Console, Omni-Channel Routing, Knowledge Management, SLAs, Entitlements, and Milestones; hands-on configuration experience with page layouts, entitlements, milestones, reports, and dashboards.
- Direct stakeholder experience across at least 3 projects, independently conducting workshops and requirements gathering; ability to prepare business requirements, process documentation, and user stories; strong written and verbal English.
- Practical use of AI tools such as ChatGPT, Claude, or Copilot for BA deliverables, with the ability to review outputs critically and follow client-approved AI and data-security guidelines.
Ideal Candidate Profile
- A configuration-focused Salesforce Service Cloud BA or Functional Consultant who improves customer-service workflows and can translate business needs into practical platform changes without relying on coding.
- Has worked directly with business users and power users across multiple projects, taking requirements from process analysis through implementation and adoption.
- Can identify relevant AI and automation opportunities while applying client data-security rules; Agentforce configuration experience is a plus.