Salesforce Business Analyst
: Job Details :

Job SummaryWe are seeking a Salesforce Business Analyst (Techno-Functional) with experience in Service Cloud implementation. This role bridges business and technical teams, gathering and translating business requirements into Salesforce specifications, and supporting the configuration, development, and rollout of Salesforce solutions.Key Responsibilities• Requirements Gathering: Collaborate with business stakeholders to gather, analyze, and document detailed business and functional requirements.• Liaison Role: Act as a liaison between business teams and the technical Salesforce development team to ensure alignment with business needs.• Workshops & Process Definition: Lead workshops and meetings to define business processes, gather requirements, and identify areas for improvement.• Service Cloud Configuration: Configure Salesforce Service Cloud features, including workflows, case management, queues, and routing rules.• Solution Development: Assist in developing custom solutions and integrations with other systems as needed.• Gap Analysis: Conduct gap analysis to identify potential enhancements to Salesforce functionality.• User Training & Support: Provide end-user training and support to facilitate adoption of new features and processes.• Quality Assurance: Participate in QA activities, including testing and validating solutions.• Documentation: Document solution designs, processes, and system configurations for future reference.Required Qualifications• Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field• 5+ years of experience as a Salesforce Business Analyst or in a similar role• Strong knowledge of Salesforce platform features, with a focus on Service Cloud• Proven experience with at least one Salesforce Service Cloud implementation• Familiarity with Salesforce declarative capabilities (e.g., Process Builder, Flows, Validation Rules)• Experience with case management, queue-based routing, or skill-based routing in Service Cloud• Excellent communication, analytical, and problem-solving skills• Salesforce Administrator or Service Cloud Consultant certification is a plusPreferred Skills• Experience with agile methodology and project management tools (e.g., JIRA, Confluence, Azure)• Understanding of data migration, integration, and API usage in Salesforce• Knowledge of Lightning components and customizationEducation: Bachelors Degree