Cloudely - Salesforce Service Cloud Business Analyst

Description :

Job Title : Business Analyst Salesforce Service Cloud.

Location : India.

Experience : 6+ years.

Job Description :

Role Overview :

We are looking for an experienced Business Analyst with proven expertise in Salesforce Service Cloud to bridge the gap between business requirements and technical implementation.

The ideal candidate should possess strong analytical, documentation, and communication skills, along with a solid understanding of Service Cloud features and capabilities.

Key Responsibilities :

- Collaborate with business stakeholders to gather, analyze, and document business requirements related to Salesforce Service Cloud.

- Translate business needs into functional and technical specifications for development teams.

- Work closely with Salesforce admins, developers, and architects to design and deliver scalable Service Cloud solutions.

- Conduct workshops, interviews, and process mapping sessions to understand and improve customer service processes.

- Define and manage user stories, acceptance criteria, and test cases in tools like Jira or Azure DevOps.

- Support system configuration, testing (UAT), and deployment activities.

- Identify gaps between current state and future state processes, recommending best practices leveraging Salesforce Service Cloud capabilities.

- Provide end-user training and documentation for new features and enhancements.

- Ensure data integrity, security, and compliance within Salesforce environments.

Required Skills & Experience :

- 5+ years of total experience as a Business Analyst, with at least 3+ years of hands-on experience in Salesforce Service Cloud.

- Strong understanding of Service Cloud modules Case Management, Knowledge Base, Omni-Channel, Entitlements, Service Console, and CTI integrations.

- Experience in Salesforce declarative tools (Flows, Process Builder, Reports & Dashboards).

- Familiarity with Salesforce data model, APIs, and integrations.

- Excellent analytical and problem-solving skills.

- Proficiency in creating BRDs, FRDs, process flow diagrams, and wireframes.

- Strong communication and stakeholder management abilities.

- Salesforce certifications such as Salesforce Certified Administrator or Service Cloud Consultant are preferred(Nice to have).