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Salesforce Service Cloud

TechDigital

Alameda, CA

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JOB DETAILS
LOCATION
Alameda, CA
POSTED
30+ days ago
Salesforce Service Cloud Business Analyst
  • A Salesforce Service Cloud Business Analyst analyzes business needs, gathers requirements, and translates them into functional Salesforce solutions, focusing on case management, omni-channel routing, and knowledge bases, working with stakeholders and developers to configure the platform, create user stories, support UAT, and drive continuous improvement for enhanced customer service.
  • Key tasks include leading discovery workshops, designing process flows, supporting integrations (like Amazon Connect), writing acceptance criteria, and ensuring solutions meet business goals.
Key Responsibilities
  • Requirements Gathering: Lead workshops, interviews, and discovery sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs.
  • Solution Design: Translate business needs into detailed functional specifications, user stories, process flows (like call flows), and acceptance criteria for Service Cloud features (Case Management, Omni-Channel, Knowledge, Field Service).
  • Configuration & Support: Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations.
  • Agile Collaboration: Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions.
  • Testing & Deployment: Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments.
  • Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities.
  • Documentation: Create comprehensive documentation, reports, and training materials for new features and processes.
Core Skills & Knowledge
  • Deep understanding of Salesforce Service Cloud functionalities (Case Management, Entitlements, SLAs, Knowledge, Omni-Channel).
  • Experience with contact center operations and customer service best practices.
  • Strong analytical, communication (written/verbal), and facilitation skills.
  • Proficiency with requirements management tools (e.g., Azure DevOps).
  • Familiarity with system integrations (e.g., CTI, Amazon Connect).

About the Company

T

TechDigital

COMPANY SIZE
100 to 499 employees
INDUSTRY
Other/Not Classified