Salesforce Business Systems Analyst (Service Cloud)

Hiring: Salesforce Business Systems Analyst (Service Cloud)

Location: Santa Clara, CA (Hybrid)

Experience: 12+ Years

Job description
We are looking for an experienced Salesforce Business Systems Analyst (BSA) with strong expertise in Salesforce Service Cloud to bridge business needs with technology solutions. The ideal candidate will work closely with business stakeholders, product owners, Salesforce administrators, developers, and QA teams to deliver scalable and efficient Service Cloud solutions.
Required Skills

• 12+ years of Business Systems Analyst experience
• Strong hands-on experience with Salesforce Service Cloud
• Expertise in:
  • Case Management
  • Omni-Channel Routing
  • Service Console
  • Knowledge Management
  • Entitlements & Milestones
  • Email-to-Case & Web-to-Case
  • Queues, Assignment Rules & Escalation Rules
  • Salesforce Flows & Approval Processes
• Experience gathering business requirements and creating BRDs, functional specifications, user stories, and acceptance criteria
• Strong understanding of Agile/Scrum methodologies
• Experience supporting UAT, sprint planning, backlog grooming, and production deployments
• Excellent communication and stakeholder management skills

Responsibilities

• Gather and analyze business requirements for Salesforce Service Cloud enhancements
• Translate business needs into functional and technical specifications
• Collaborate with cross-functional teams to design scalable Salesforce solutions
• Perform gap analysis and impact assessments
• Support testing, deployment, and production issue resolution
• Create user documentation, training materials, and conduct end-user training
• Ensure solutions align with Salesforce best practices and enterprise standards