Opportunity Description
Salesforce Service Cloud Business Analyst
Key Responsibilities
- A Salesforce Service Cloud Business Analyst analyzes business needs, gathers requirements, and translates them into functional Salesforce solutions, focusing on case management, omni-channel routing, and knowledge bases, working with stakeholders and developers to configure the platform, create user stories, support UAT, and drive continuous improvement for enhanced customer service.
- Key tasks include leading discovery workshops, designing process flows, supporting integrations (like Amazon Connect), writing acceptance criteria, and ensuring solutions meet business goals.
Key Responsibilities
- Requirements Gathering: Lead workshops, interviews, and discovery sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs.
- Solution Design: Translate business needs into detailed functional spec...
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