Salesforce Business Analyst - Service Cloud

Thunder is seeking a Business Analyst to play a vital role in the delivery of complex Federal Salesforce Public Sector solutions, focusing on Service Cloud and Experience Cloud. The role involves collaborating with the Federal Solution Architect to bridge mission requirements and technical execution, leading requirement elicitation, defining user stories, and performing hands-on configuration.

Responsibilities:

• Collaborate with the Solution Architect to align technical designs with business strategies, ensuring all documentation complies with Federal standards
• Support running discovery workshops with cleared Federal stakeholders to elicit mission-critical requirements and translating them into functional specifications and user stories
• Develop detailed business process diagrams and call flow designs to support the design of scalable Federal solutions
• Supports the configuration of Salesforce Service Cloud, Experience Cloud, and Government Cloud Plus environments to meet documented user stories
• Support client User Acceptance Testing (UAT) and collaborate with developers and QA resources to verify that solutions meet rigorous Federal requirements
• Coordinate with all Delivery resources to assign work and ensure high-quality deliverables
• Stay updated on Salesforce trends like Agentforce and AI capabilities to provide innovative solutions within secure Government Cloud Plus environments

Requirements:

• 4-6+ years of Salesforce consulting experience, with a proven track record in large-scale Federal environments
• Extensive hands-on experience with Salesforce Government Cloud Plus, Service Cloud, and Experience Cloud
• Deep knowledge of the Salesforce ecosystem with advanced expertise in configuration, customization, and business process modeling
• Proven working knowledge of, or willingness to learn, Agentforce and Salesforce AI capabilities
• Exceptional stakeholder management skills and the ability to establish credibility with Federal decision-makers
• Practical expertise in Agile methodology, including managing scrum calls and prioritizing backlogs for complex programs
• US Citizenship Required, with ability and willingness to obtain security clearance(s)
• Bachelor's degree required
• Salesforce Certified Administrator and Business Analyst
• Service Cloud Consultant, Experience Cloud Consultant, and Salesforce AI Specialist