Salesforce Service Cloud Business Analyst (W2 Only)

Position-Salesforce Service Cloud Business Analyst Location-Alameda, CA (Onsite) Duration- Contract Job Description • 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 specifications, user stories, process flows (like call flows), and acceptance criteria for Service Cloud features (Case Management, Omni-Channel, Knowledge, Field Service). • Configuration & Support: Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations. • Agile Collaboration: Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions. • Testing & Deployment: Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments. • Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities. • Documentation: Create comprehensive documentation, reports, and training materials for new features and processes. Core Skills & Knowledge • Deep understanding of Salesforce Service Cloud functionalities (Case Management, Entitlements, SLAs, Knowledge, Omni-Channel). • Experience with contact center operations and customer service best practices. • Strong analytical, communication (written/verbal), and facilitation skills. • Proficiency with requirements management tools (e.g., Azure DevOps). • Familiarity with system integrations (e.g., CTI, Amazon Connect).