Salesforce Business Analyst with Service Cloud (Case Management) Experience

Job Title: Salesforce Business Analyst with Service Cloud (Case Management) Experience
Location: San Francisco, CA / Austin TX (Hybrid)
 

Qualifications:

• 5+ years of Salesforce experience, preferably across Functional Consultant, Business Analyst, Salesforce Admin, Solution Validation or Salesforce QA roles.
• SF BA with (user management, security, configuration, Escalation/de-escalation, Case management , case routing , Agent configuration)
• Strong functional understanding of Salesforce Service Cloud.
• Salesforce Administrator certification or relevant Salesforce certification would be advantageous.
• Strong analytical and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Demonstrated ability to coordinate effectively between business stakeholders, engineering teams and offshore delivery/QA teams.

Required Skills

• Strong hands-on functional knowledge of Salesforce Service Cloud.
• Good understanding of Salesforce Service Cloud and Case Management capabilities, including case lifecycle, case routing, escalation/de-escalation, agent configuration, and related workflows/configurations.
• Working knowledge of Salesforce administration concepts such as user management, roles, profiles, permissions, and security/access management.
• Strong ability to understand business and functional requirements and convert them into validation scenarios.
• Experience working with Business/Application stakeholders, Engineering teams, developers and QA teams.
• Strong understanding of end-to-end business process validation and functional impact analysis.
• Experience reviewing test scenarios/test cases and ensuring comprehensive functional coverage.
• Experience supporting defect triage, functional clarification, configuration and test-data requirements.
• Strong stakeholder communication, coordination and presentation skills.
• Ability to work effectively with geographically distributed onsite and offshore teams.
• Prior Salesforce functional testing / QA experience is preferred and considered an advantage.

Secondary Skills

• Experience with Salesforce Experience Cloud / Community Cloud.
• Understanding of Salesforce integrations with upstream/downstream or third-party applications.
• Experience supporting Salesforce release, enhancement or production-change validation.
• Exposure to Agile delivery models and collaboration with Product, Engineering and QA teams.
• Exposure to Salesforce Agentforce, including functional understanding or validation/testing of Agentforce-based use cases, is an added advantage.

With Regards