Salesforce Business Analyst III - Service Cloud

Detailed Description

The Salesforce Business Analyst for Service Cloud is instrumental in supporting the strategic direction and governance of Service Cloud. With a comprehensive understanding of case lifecycle management, contact center operations, and process optimization, the Analyst enables the implementation of scalable and efficient customer service solutions. This role partners with stakeholders to design service-centric solutions, improve agent productivity, and enhance customer experience through data-driven insights.

Responsibilities may include:

Product Administration:
Support all aspects of Service Cloud administration, including case management, omnichannel routing, knowledge management, automation (flows), and service console optimization.

Requirements Gathering:
Collaborate with business stakeholders and SMEs to elicit, document, and prioritize requirements for customer support processes, case handling, and service operations.

Story Development:
Develop clear and detailed Jira user stories with well-defined acceptance criteria to support efficient solution design and development.

Data Management:
Manage data governance practices to ensure high levels of data quality, integrity, and security across case, customer, and interaction data. Perform audits to proactively identify and resolve data issues.

Process Improvement:
Drive continuous improvement of end-to-end service processes, including case intake, triage, escalation, and resolution. Leverage automation, AI (e.g., case classification, sentiment), and analytics within Service Cloud.

User Acceptance Testing Management:
Own planning, coordination, and execution of UAT for Service Cloud enhancements, including test script creation, defect tracking, and resolution.

Agile Methodology:
Work within Agile frameworks, contributing to sprint planning, backlog grooming, and iterative delivery of Service Cloud features.

Troubleshooting and Support:
Act as a primary point of contact for Service Cloud issues, supporting users (agents, supervisors) and driving root cause analysis and resolution of system or process challenges.

Training:
Support the development of training materials, working with the Training Team to ensure effective adoption of Service Cloud features by service teams.

Platform Updates:
Serve as a subject matter expert on Service Cloud capabilities (e.g., Case Management, Omnichannel, Knowledge, Service Cloud Voice), providing recommendations on enhancements, releases, and new feature adoption.

Integration Support:
Support integration efforts between Service Cloud and telephony systems (e.g., Amazon Connect), external platforms, and internal systems to enable seamless service operations.

Partner with enterprise and solution architects to align Service Cloud implementations with broader enterprise architecture.

Perform other tasks as assigned

Nature and Scope:

• Applies advanced knowledge of Service Cloud and service operations processes


• Works independently with limited supervision while managing projects and deliverables


• May coach and guide junior analysts


• Handles complex problems requiring analytical thinking and innovative solutions

Knowledge and Skills:

• Intermediate knowledge of Microsoft Office, Jira, Confluence


• Strong understanding of Service Cloud (case management, omnichannel, knowledge, automation)


• Detail-oriented with a strategic mindset


• Excellent communication and stakeholder management skills


• Proactive and self-driven with a continuous improvement mindset


• Strong analytical skills with the ability to translate service data into actionable insights


• Knowledge of data governance and data quality best practices

Experience:

• 5–10 years of experience with Salesforce or another CRM platform


• Hands-on experience with Service Cloud (preferred)

Education:

• Bachelor’s degree in Business, IT, or related field


• Salesforce Service Cloud certification preferred


• Master’s degree is a plus

People Manager:

No

Physical Requirements/Work Environment:

• Ability to perform essential responsibilities with or without accommodations


• Collaborative team environment


• May require occasional overtime during major releases or peak support periods

Reports To:

Manager, Product Owner – Salesforce Service Cloud