Salesforce Service Cloud Business Analyst

About the Role

We are seeking a Business Systems Analyst with extensive hands-on Salesforce Service Cloud experience to optimize customer support processes, including case management, omni-channel routing, knowledge management, Experience/Community Cloud, and related Service Cloud capabilities.

Responsibilities

• Partner with Sales & Customer Support stakeholders to optimize support and customer community workflows, enabling self-service, streamlining handoffs, and reducing manual effort across support channels.
• Leverage AI-assisted delivery techniques (including 'vibe coding'/rapid prototyping) to validate concepts quickly with users and accelerate iteration.
• Design and leverage AI agents and workflow orchestration capabilities to automate complex end-to-end business processes with built-in governance, exception handling, security/access controls, and operational oversight.
• Establish success metrics to measure cycle time reduction, elimination of handoffs, user adoption, and process compliance.
• Assess upstream/downstream impacts across integrated systems, document system interactions, data dependencies, and exception paths.
• Translate business needs into clear functional specifications, process flows, user stories, and acceptance criteria—including agent-ready rules and guardrails.
• Drive UAT readiness, including test planning, end-to-end validation, and stakeholder coordination to ensure solutions meet business expectations.
• Collaborate with Development, QA, and InfoSec to ensure solutions are secure, scalable, and aligned to enterprise standards.

Requirements

• 10+ years of Business Systems Analyst experience supporting large-scale enterprise applications in a global environment.
• 4+ years of deep experience with Salesforce Service Cloud & Experience Cloud (Community Cloud).
• Hands-on experience with Service Cloud, Experience Cloud (Community Cloud), including case intake and knowledge management, omni-channel/intelligent routing, self-service enablement, and customer account/contact data quality—supporting end-to-end service process orchestration and AI-assisted automation.
• Experience working in Agile and iterative delivery environments, including backlog refinement, sprint planning, incremental releases, and rapid feedback loops.
• Strong requirements gathering, process design, and UAT experience.
• Ability to work directly with business stakeholders and drive solutions leveraging Salesforce out-of-the-box capabilities.
• Strong communication skills with the ability to present complex technical concepts clearly and concisely to a variety of audiences.
• Salesforce certifications (Salesforce Certified Application Architect, Salesforce Administrator, Service Cloud, Community Cloud), demonstrating strong platform and data model fluency.

Preferred Skills

• Experience working in complex, global, and highly integrated enterprise environments.
• Experience in the high-tech or semiconductor industry, supporting complex, global, and highly integrated business processes.
• Proven ability to use rapid prototyping or AI-assisted development techniques (e.g., Vibe Coding, low code/no code, or similar approaches) to accelerate solution validation.