Business Analyst - Customer Support

Job Title: Business Analyst - Customer Support

Location: US-Remote

Duration: 3 Months (Extendable for 1 Year)

Xoriant reasonably expects the pay rate for this position to be within the following range: $55/hr-$60/hr.

Role Mandate

Own the IT-business relationship, translate priorities into measurable outcomes, and connect Salesforce capabilities to domain needs.

Position Summary

The Business Analyst - Customer Support serves as a strategic technology partner and domain expert for the organization's customer support and service-management capabilities, with a primary focus on solutions delivered through Salesforce.

This role owns the day-to-day relationship between the IT organization and key Customer Support business stakeholders. The Business Analyst develops a deep understanding of service operations, business strategy, priorities, challenges, customer and team-member needs, and desired outcomes and ensures that technology investments are aligned to those needs.

The successful candidate will combine strong business analysis and stakeholder management skills with operational knowledge of Salesforce and an understanding of modern customer service and

case-management processes. This individual does not need to be a Salesforce developer or administrator, but should understand Salesforce capabilities well enough to identify opportunities, evaluate solution approaches, challenge assumptions, and partner effectively with architects, product leaders, developers, and

administrators.

The role will also be expected to maintain awareness of evolving Salesforce capabilities, particularly Service

Cloud, AI, automation, digital engagement, knowledge management, and Agentforce, and identify opportunities to apply those capabilities to improve service outcomes.

Key Responsibilities

• Serve as the primary IT business partner and domain expert for Customer Support stakeholders.

• Build and maintain strong relationships with business leaders, operational teams, subject matter experts, and technology delivery teams.

• Develop a detailed understanding of customer support operations and service processes, business priorities, pain points, performance measures, and strategic objectives.

• Translate business strategies and operational problems into clearly defined business outcomes, capabilities, processes, and technology requirements.

• Maintain a prioritized view of business needs and opportunities across the Customer Support domain.

• Facilitate discovery sessions, process reviews, requirements discussions, and solution-design conversations with business and technology stakeholders.

• Evaluate requests within their broader business and technology context rather than treating individual requests as isolated enhancements.

• Partner with Salesforce architects, developers, administrators, integration teams, and other technology specialists to develop effective solutions.

• Understand Salesforce platform and Service Cloud capabilities sufficiently to help determine when requirements can be met through standard functionality, configuration, automation, integration, AI

capabilities, or custom development.

• Maintain awareness of Salesforce product roadmap developments and proactively identify capabilities that may provide value to the business.

• Represent business context, priorities, and expected outcomes throughout solution design, development, testing, implementation, and adoption.

• Ensure that technology teams understand not only what is being requested, but why the capability matters and how success will be measured.

• Support prioritization and roadmap planning by helping stakeholders evaluate business value, urgency, dependencies, effort, and expected outcomes.

• Identify opportunities to simplify service processes, eliminate unnecessary customization, improve automation, increase self-service, and improve agent productivity.

• Partner with stakeholders to define success measures and evaluate whether delivered capabilities achieve the intended business outcomes.

• Support user acceptance testing, change readiness, implementation planning, and adoption as appropriate.

• Contribute domain knowledge, lessons learned, reusable patterns, and product insights to the Salesforce Center of Excellence.

Domain Focus

The Business Analyst will develop and maintain expertise across Customer Support processes, including areas

such as:

• Case intake and case lifecycle management

• Email, digital, and other service channels

• Case categorization, prioritization, assignment, and routing

• Queues and workload management

• Service-level agreements and escalation processes

• Agent productivity and workspace design

• Tasks, notifications, and workflow automation

• Knowledge management

• Customer and internal self-service

• AI-assisted service and agent capabilities

• Service metrics, reporting, operational insights, and quality management

• Integrations with supporting customer, communications, and operational systems

The exact functional scope may evolve as business processes and Salesforce capabilities change.

Required Qualifications

• Demonstrated experience as a Business Analyst, Product Analyst, Business Systems Analyst, Product Owner, or similar business-facing technology role.

• Strong experience building trusted relationships with business stakeholders and serving as a primary point of engagement between business and technology teams.

• Ability to understand business operations, strategic priorities, and desired outcomes and translate them into actionable technology initiatives.

• Experience analyzing service or operational processes and identifying opportunities for improvement, simplification, and automation.

• Strong facilitation, discovery, communication, and requirements-analysis skills.

• Ability to communicate effectively with both business audiences and technical delivery teams.

• Working knowledge of Salesforce or a comparable CRM or customer-service platform.

• Understanding of Agile or iterative software delivery practices.

• Strong analytical judgment and ability to balance immediate business requests with longer-term platform and architectural considerations.

Preferred Qualifications

• Experience with Salesforce Service Cloud, Experience Cloud, Data Cloud, Agentforce, or related Salesforce products.

• Salesforce Business Analyst, Administrator, Service Cloud Consultant, or other relevant Salesforce certification.

• Experience with enterprise customer service, case management, contact center, or shared-service operations.

• Experience within healthcare, staffing, professional services, or another complex service environment.

• Familiarity with AI-assisted service, omnichannel routing, workflow automation, knowledge management, and self-service technologies.

• Experience participating in product roadmap development and prioritization

Regards,

Akangsha Mohite