Salesforce Service Cloud Business Analyst

Role Overview

• Join an industry leading B2B food manufacturing company as our Salesforce Service Cloud Business Administrator, where you’ll own and optimize the platform that powers our customer-facing operations.
• As the business user lead, administer, maintain, and optimize the Salesforce Service Cloud platform to support Customer Service, Customer Experience, Sales, Operations, QA, and IT teams.
• Manage user accounts, profiles, permission sets, queues, and roles for a large user base across multiple departments.
• Configure and maintain Service Cloud features, including case management, routing rules, automation tools (Flows, Validation Rules), Omni-Channel, chat, and knowledge base.
• Serve as the primary liaison between business stakeholders and IT, translating business needs into system functionality and enhancements.
• Build and maintain dashboards and reports for individual contributors, managers, and executives to provide actionable insights and track key performance indicators (KPIs).
• Develop and deliver training materials, job aids, and onboarding programs to drive user adoption and best practices across all functions.
• Monitor and adoption. Troubleshoot and resolve platform issues, escalate technical problems to IT or external support as needed, and ensure system uptime and data accuracy.
• Support release management, including testing, deployment, and documentation of new features and enhancements.
• Collaborate with cross-functional teams to identify and implement process improvements, automation opportunities, and system integrations.
• Ensure compliance with data governance, security, and privacy standards within the Salesforce environment.
• Support SLA development, escalation paths development, and case lifecycle governance.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience)
• 1+ years of hands-on experience as a Salesforce Administrator, with a strong focus on Service Cloud (required)
• Salesforce Administrator Certification (ADM-201) desired; Service Cloud Consultant and Advanced Administrator certifications preferred
• Experience with change management, adoption, and process governance.
• Deep understanding of Salesforce Service Cloud best practices, features, and functionalities (case management, SLAs, automation, knowledge base, Omni-Channel, chat, portals).
• Proficiency in Salesforce declarative tools (Flows, Lightning App Builder, Validation Rules, Process Builder) and basic automation.
• Strong analytical and problem-solving skills, with the ability to use data and reporting to drive business outcomes.
• Excellent communication skills, able to engage technical and non-technical stakeholders, and deliver training and support.
• Ability to interpret business requirements and map them to Salesforce functionality across multiple departments.
• Experience with Salesforce integrations (APIs, middleware, third-party applications) and data management (migration, validation, reporting).
• Familiarity with AI and automation tools (Salesforce Einstein, bots, next-best-action) is highly desirable.
• Strong organizational and time management skills; able to prioritize tasks in a fast-paced environment.
• Demonstrated ability to drive user adoption, change management, and process improvements.
• Experience supporting Professional Services Automation (PSA), project tracking, and customer success tooling is a plus.

Tech Stack

• Cloud

Benefits

• Medical, Prescription, Dental, & Vision – coverage beginning on your 1st day for eligible employees
• Profit Sharing and 401(k) matching (after eligible criteria is met)
• Paid Vacation, Sick Time, and Holidays
• Employee Appreciation Events and Employee Assistance Programs