Salesforce BSA Case Management
Dallas, Georgia, United States of America
Contract
3 days ago
Key skills
SalesforceAgile
About this role
Role: Salesforce BSA Case Management
Location: Dallas, TX or Redwood City, CA (Hybrid)
Job Summary:
We are seeking an experienced Salesforce Business Systems Analyst (BSA) with strong expertise in Salesforce Service Cloud and Case Management. The ideal candidate will collaborate with business stakeholders, product owners, and technical teams to gather requirements, design solutions, and optimize customer service processes within the Salesforce ecosystem.
We are seeking an experienced Salesforce Business Systems Analyst (BSA) with strong expertise in Salesforce Service Cloud and Case Management. The ideal candidate will collaborate with business stakeholders, product owners, and technical teams to gather requirements, design solutions, and optimize customer service processes within the Salesforce ecosystem.
Key Responsibilities
- Gather, analyze, and document business requirements, functional specifications, and user stories.
- Lead requirement workshops with business stakeholders and customer service teams.
- Configure and optimize Salesforce Service Cloud capabilities.
- Design and enhance Case Management processes, workflows, and automation.
- Support implementation of Case Assignment Rules, Escalation Rules, Auto-Response Rules, and Queues.
- Work with Salesforce Administrators and Developers to deliver scalable solutions.
- Manage Service Console configuration and agent productivity enhancements.
- Analyze current-state processes and recommend future-state improvements.
- Create process flows, use cases, gap analysis, and solution documentation.
- Support UAT planning, test script creation, defect management, and production deployment.
- Facilitate Agile ceremonies including backlog grooming, sprint planning, and stakeholder reviews.
- Ensure compliance with governance, security, and Salesforce best practices.