Business Analyst

Position Summary
We are seeking an experienced Business Analyst with strong Salesforce Service Cloud expertise to partner with business stakeholders and technology teams in delivering scalable customer service solutions. The ideal candidate will be highly analytical, data-driven, and experienced in gathering requirements, documenting business processes, and supporting Salesforce enhancements within an Agile environment.

Key Responsibilities

• Gather, analyze, and document business requirements, identifying gaps, dependencies, and impacts to existing processes and solutions.
• Partner with business stakeholders and technology teams to translate business needs into clear requirements, user stories, and acceptance criteria.
• Support Salesforce Service Cloud enhancements, including case management, workflows, reporting, and process improvements.
• Analyze existing Salesforce processes and configurations to identify opportunities for optimization, automation, and improved user experience.
• Work closely with Salesforce Development and QA teams to clarify requirements, define test scenarios, validate solutions, and support timely releases.
• Follow Agile methodologies and Jira processes, including backlog management, story refinement, sprint planning, and release tracking.
• Provide functional support for Salesforce applications and business processes by analyzing and resolving business questions and issues.
• Collaborate with cross-functional teams to ensure effective communication, successful project delivery, and continuity of ongoing initiatives.
• Leverage AI tools to improve business analysis productivity, documentation quality, requirements analysis, and backlog management.

Required Qualifications

• 8+ years of Business Analyst experience supporting business systems and technology initiatives.
• Proven experience gathering and documenting requirements and translating them into user stories and acceptance criteria.
• Hands-on experience with Salesforce Service Cloud or a similar CRM/service management platform.
• Experience working within Agile environments utilizing Jira.
• Experience partnering with Development and QA teams throughout the software delivery lifecycle.
• Strong analytical, problem-solving, communication, and organizational skills.
• Ability to quickly learn new business processes and systems while working independently in a fast-paced environment.
• Bachelor's degree in Business, Information Systems, Computer Science, or a related field preferred.

Preferred Candidate Attributes

• Strong understanding of Salesforce Case Management, Service Cloud features, workflows, reporting, and automation.
• Excellent stakeholder management and communication skills.
• Detail-oriented with the ability to manage multiple priorities.
• Results-driven with a proactive approach to problem solving.
• Comfortable working independently while collaborating across cross-functional teams.