Business Systems Analyst with Service Cloud

Business Systems Analyst with Service Cloud

Location: Santa Clara, CA (hybrid) ( Local to CA only)

We are seeking a Business Systems Analyst (BSA) with strong experience in Salesforce Service Cloud to bridge business needs and technology solutions. The ideal candidate will collaborate with business stakeholders, product owners, administrators, developers, and QA teams to gather requirements, design scalable solutions, and support the implementation and optimization of Salesforce Service Cloud capabilities.

Key Responsibilities

• Partner with business stakeholders to understand customer service processes and translate business requirements into functional and technical specifications.
• Analyze current business processes and recommend improvements leveraging Salesforce Service Cloud.
• Lead requirements gathering sessions, workshops, and stakeholder interviews.
• Create and maintain business requirements documents (BRDs), functional specifications, process flows, user stories, and acceptance criteria.
• Configure and support Salesforce Service Cloud features where appropriate, including:
  • Case Management
  • Omni-Channel Routing
  • Service Console
  • Knowledge Management
  • Entitlements and Milestones
  • Email-to-Case
  • Web-to-Case
  • Queues and Assignment Rules
  • Escalation Rules
  • Flows and Approval Processes

• Collaborate with Salesforce Administrators and Developers to design scalable and maintainable solutions.
• Support sprint planning, backlog grooming, user acceptance testing (UAT), and production deployments.
• Perform gap analysis and impact assessments for new business initiatives.
• Ensure solutions align with Salesforce best practices and enterprise architecture standards.
• Create user documentation, training materials, and conduct end-user training sessions.
• Monitor system performance, identify enhancement opportunities, and support issue resolution.