Salesforce Business Analyst III - Service Cloud

Responsibilities

• Support all aspects of Service Cloud administration, including case management, omnichannel routing, knowledge management, automation (flows), and service console optimization.
• Collaborate with business stakeholders and SMEs to elicit, document, and prioritize requirements for customer support processes, case handling, and service operations.
• Develop clear and detailed Jira user stories with well-defined acceptance criteria to support efficient solution design and development.
• 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.
• 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.
• Own planning, coordination, and execution of UAT for Service Cloud enhancements, including test script creation, defect tracking, and resolution.
• Contribute to sprint planning, backlog grooming, and iterative delivery of Service Cloud features within Agile methodology.
• 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.
• Support the development of training materials, working with the Training Team to ensure effective adoption of Service Cloud features by service teams.
• 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.
• 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.

Requirements

• 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 with Salesforce or another CRM platform (5–10 years).
• Hands-on experience with Service Cloud (preferred).
• Bachelor’s degree in Business, IT, or related field.
• Salesforce Service Cloud certification preferred.
• Master’s degree is a plus.