Job Description

Title: Salesforce Business Analyst

Location: New York, (Remote)

Type: Contract

Job Description:

• We are seeking an experienced Salesforce Business Analyst (Techno-Functional) with hands-on experience in at least one Service Cloud implementation. The ideal candidate will be responsible for bridging the gap between business stakeholders and the technical team, ensuring successful delivery of Salesforce projects that meet business needs. This role requires a blend of business analysis, technical expertise, and functional knowledge of Salesforce Service Cloud.

Key Responsibilities:

• Collaborate with business stakeholders to gather, analyze, and document detailed business and functional requirements.
• Act as a liaison between business teams and the technical Salesforce development team to translate business needs into technical specifications.
• Lead workshops and meetings to define business processes, gather requirements, and identify areas for improvement.
• Support the design, development, and implementation of Salesforce Service Cloud solutions, ensuring alignment with business requirements.
• Configure Salesforce Service Cloud features, including workflows, case management, queues, and routing rules.
• Assist in the development of custom solutions and integrations with other systems as required.
• Conduct gap analysis, identifying areas where Salesforce functionality can be enhanced or better utilized.
• Provide end-user training and support, ensuring smooth adoption of new features and processes.
• Assist in quality assurance (QA) activities, including testing and validating solutions.
• Work with cross-functional teams to ensure Salesforce Service Cloud solutions are scalable, reliable, and meet business goals.
• Document solution designs, processes, and system configurations.

Qualifications:

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field.
• 5+ years of experience as a Salesforce Business Analyst or similar role.
• Strong knowledge of Salesforce platform features, specifically Service Cloud.
• Proven experience in at least one Salesforce Service Cloud implementation.
• Ability to understand and document business processes and workflows.
• Familiarity with Salesforce declarative capabilities (e.g., Process Builder, Flows, Validation Rules).
• Experience in case management, queue-based routing, and/or skill-based routing in Service Cloud.
• Excellent communication, analytical, and problem-solving skills.
• Salesforce Administrator or Service Cloud Consultant certification is a plus.

Preferred Skills:

• Ability to work collaboratively with technical teams (developers, architects) and business stakeholders.
• Understanding of agile methodology and project management tools (e.g., JIRA, Confluence, Azure, etc.).
• Experience with data migration, integration, and API usage in Salesforce.
• Knowledge of Lightning components and customization is an advantage.

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