Salesforce Service Cloud Product Analyst - NO 3rd Party Candidates

About the role

Must be local to the Boston, MA office and able to go into the office 3 days/week.

Responsibilities

• Partner with business stakeholders to identify, capture, and document business requirements for customer handling processes.
• Develop artifacts such as workflow diagrams, business process maps, use cases, and other documentation to support requirement clarity and alignment.
• Collaborate with IT development teams to translate business requirements into technical solutions, ensuring successful delivery of complaint handling capabilities.
• Support testing, validation, and deployment activities to confirm delivered solutions meet defined requirements and business objectives.
• Continuously assess and recommend improvements to complaint handling processes and systems.
• Understand user needs and translate them into detailed requirements for the build team
• Build use cases, writes, manages and clarifies user stories, visualization, and process flows.
• Explain how requirements may be implemented from a functional standpoint and drive/improve user experience.
• Stay 2-3 sprints ahead of squad and ensures each feature has a clear definition of done; ensures each feature level deliverable is aligned to a definition of readiness to enter sprint.
• Communicate vision to developers and testers. May help write UAT scripts and participate in User Acceptance Testing as needed.
• Document confirmed business processes to serve as reference for development and IT support.
• Apply business process improvement methods for optimization.
• In partnership with the PO, maintain deep understanding of the business processes and requirements to ensure that the squad’s backlog priorities are aligned with business / Group needs.
• Track metrics and build reports to measure progress.
• Help manage dependencies with other squads’, working closely with squad PO, peer PAs and the Product Manager

Qualifications

• Experience in business analysis, product analysis, or a related role, ideally within complaint handling or regulated environments (e.g., medical device, pharma, healthcare).
• Experience in Computer System Quality & Validation
• Strong skills in requirements gathering, process mapping, and documentation.
• Ability to effectively collaborate with both business and technical stakeholders.
• Excellent communication and problem-solving skills.
• Leadership skills and behaviors