Salesforce Service Cloud Business Analyst

SUMMARY:
About the Role:
We’re looking for a Salesforce Service Cloud Business Analyst who can bridge business needs with technical solutions, driving innovation and efficiency across customer service platforms. You’ll collaborate with stakeholders, architects, and development teams to translate business goals into smart, scalable Salesforce solutions.

POSITION INFO:
Key Responsibilities:

• Partner with product owners and business users to understand requirements and translate them into clear user stories, acceptance criteria, and solution designs.
• Act as the Service Cloud functional SME, guiding teams on leveraging key Salesforce capabilities.
• Facilitate workshops and create detailed documentation — from business requirement specs to process flows and work breakdown structures.
• Work within Agile/Scrum teams to manage backlogs, support sprint planning, and ensure timely delivery.
• Contribute to testing and quality assurance efforts, including user acceptance testing.
• Support change management initiatives related to digital transformation.
• Continuously identify opportunities to enhance business value and improve systems and processes.

Requirements:

• 4–7 years’ experience as a Business Analyst, with at least 3 years of Salesforce Service Cloud project experience.
• Strong understanding of case management, Omni-Channel routing, Service Console, automation (flows/AI), and multi-channel engagement tools.
• Proficiency in Agile methodologies, including writing detailed user stories and managing sprints.
• Working knowledge of Confluence, Jira, Miro, or similar tools.
• Excellent communication and stakeholder management skills, with the ability to explain complex ideas to both technical and non-technical audiences.

Qualifications/ Nice-to-have:

• Bachelor’s degree or diploma in Information Systems, Business Analysis, or related field.
• Salesforce certifications such as Service Cloud Consultant, Business Analyst, or Platform Administrator.
• Financial services industry experience.
• Experience with Financial Services Cloud (FSC) or exposure to other Salesforce Clouds (Sales, Experience, Data 360).

In sending your CV, you confirm that you have read and understood our POPI Policy found on our website Should you be unsuccessful for this particular position, you have no objection to us retaining your personal information in our database which you confirm is true, correct and up to date. Should a suitable opportunity arise in the future, we will contact you and request your permission to submit your information

 

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