Salesforce Service Cloud Business Analyst
Cynet Systems, Alameda, CA, United States
Job Description:
Pay Range: $65hr - $70hr
Responsibilities:
Requirements Gathering: Lead workshops, interviews, and Client sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs. Solution Design: Translate business needs into detailed functional specifications, user stories, process flows (like call flows), and acceptance criteria for Service Cloud features (Case Management, Omni-Channel, Knowledge, Field Service). Configuration & Support: Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations. gile Collaboration: Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions. Testing & Deployment: Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments. Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities. Documentation: Create comprehensive documentation, reports, and training materials for new features and processes. Core Skills And Knowledge:
Deep understanding of Salesforce Service Cloud functionalities (Case Management, Entitlements, SLAs, Knowledge, Omni-Channel). Experience with contact center operations and customer service best practices. Strong analytical, communication (written/verbal), and facilitation skills. Proficiency with requirements management tools (e.g., Azure DevOps). Familiarity with system integrations (e.g., CTI, Amazon Connect.
Pay Range: $65hr - $70hr
Responsibilities:
Requirements Gathering: Lead workshops, interviews, and Client sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs. Solution Design: Translate business needs into detailed functional specifications, user stories, process flows (like call flows), and acceptance criteria for Service Cloud features (Case Management, Omni-Channel, Knowledge, Field Service). Configuration & Support: Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations. gile Collaboration: Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions. Testing & Deployment: Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments. Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities. Documentation: Create comprehensive documentation, reports, and training materials for new features and processes. Core Skills And Knowledge:
Deep understanding of Salesforce Service Cloud functionalities (Case Management, Entitlements, SLAs, Knowledge, Omni-Channel). Experience with contact center operations and customer service best practices. Strong analytical, communication (written/verbal), and facilitation skills. Proficiency with requirements management tools (e.g., Azure DevOps). Familiarity with system integrations (e.g., CTI, Amazon Connect.