Job Title

Job Overview:We are seeking a skilled Salesforce CX (Service Cloud) Business Analyst to bridge the gap between business stakeholders and technical teams by gathering, analyzing, and documenting business requirements, translating them into scalable Salesforce Service Cloud solutions. This role plays a critical part in delivering enhanced customer experience (CX) capabilities, optimizing service operations, and driving user adoption.The ideal candidate brings strong expertise in Service Cloud processes, customer service operations, CRM best practices, and Salesforce platform knowledge, along with excellent communication, analytical, and stakeholder management skills.Key Responsibilities:Work closely with business stakeholders, service operations teams, and product owners to gather and analyze requirements related to customer service operations, case management, knowledge management, and omni-channel support.Conduct requirements workshops, interviews, surveys, and business process mapping to document as-is and to-be processes.Translate business requirements into clear, detailed user stories, functional specifications, and acceptance criteria.Collaborate with Salesforce developers, architects, and admins to validate technical solutions against business needs.Configure declarative features in Salesforce (Flows, Validation Rules, Assignment Rules, Page Layouts) as needed to support small enhancements or proof of concepts.Assist in prioritizing the product backlog, identifying quick wins, and defining MVP scope.Test solutions by defining and executing test cases, supporting UAT, and validating deliverables align with business expectations.Facilitate change management, user training, and adoption plans by preparing training materials, conducting demos, and providing user support.Serve as subject matter expert (SME) for Salesforce Service Cloud functionality, staying updated on platform enhancements and advising stakeholders on potential impacts and opportunities.Support data analysis, cleansing, and migration activities during implementation or enhancement projects.Prepare and maintain process documentation, requirement traceability matrices, and functional design documents.Act as a liaison between business and technical teams to ensure clear communication and alignment throughout the project lifecycle.Collaborate with QA teams to ensure quality deliverables and smooth defect triaging.Participate in sprint planning, reviews, retrospectives in Agile environments.Must-Have Skills:7-10 years of Business Analyst experience, with at least 3+ years focused on Salesforce Service Cloud or CRM implementations.Strong knowledge of Service Cloud capabilities: Case Management, Omni-Channel, Knowledge Management, Entitlement Management, Service Console, Live Agent/Chat.Proven ability to gather, analyze, and document business requirements for customer service operations and translate them into Salesforce solutions.Hands-on experience with writing user stories, functional specifications, process flows, and acceptance criteria.Experience in conducting UAT, defining test scenarios, and supporting defect resolution.Strong understanding of Salesforce security model, profiles, roles, permission sets, and data visibility.Familiarity with declarative Salesforce configuration (Page Layouts, Record Types, Validation Rules, Flows).Excellent stakeholder management, facilitation, and communication skills to collaborate across business and technical teams.Strong analytical mindset and problem-solving skills to understand business needs and propose feasible solutions.Experience working in Agile/Scrum environments, participating in sprint ceremonies and backlog grooming.Ability to create process maps, wireframes, or mockups to visualize solutions.Good-to-Have Skills:Salesforce Administrator or Service Cloud Consultant certification.Familiarity with Salesforce reporting and dashboards, Einstein Analytics (CRM Analytics).Exposure to CTI integrations, Digital Engagement channels (WhatsApp, Facebook Messenger, SMS).Knowledge of Experience Cloud (Communities) for customer/partner self-service portals.Understanding of Field Service Lightning (FSL) or Salesforce Industries (Vlocity) concepts.Experience working with third-party AppExchange solutions for Service Cloud enhancement.Basic understanding of APIs, integration concepts, middleware (e.g., MuleSoft).Exposure to DevOps tools for Salesforce (Copado, Gearset) or familiarity with metadata deployments.