Job Description:
Please focus on candidates with hands-on Salesforce Service Cloud experience. We are looking for a Business Systems Analyst who has worked extensively with customer support processes, including case management, omni-channel routing, knowledge management, Experience/Community Cloud, and related Service Cloud capabilities.

Job Responsibility

Partner with Sales & Customer Support stakeholders to optimize support and customer community workflows, enabling self‐service, streamlining handoffs, and reducing manual effort across support channels.
Leverage AI-assisted delivery techniques (including ''vibe coding''/rapid prototyping) to validate concepts quickly with users and accelerate iteration.
Design and leverage AI agents and workflow orchestration capabilities to automate complex end-to-end business processes with built-in governance, exception handling, security/access controls, and operational oversight.
Establish success metrics to measure cycle time reduction, elimination of handoffs, user adoption, and process compliance.
Assess upstream/downstream impacts across integrated systems, document system interactions, data dependencies, and exception paths.
Translate business needs into clear functional specifications, process flows, user stories, and acceptance criteria—including agent-ready rules and guardrails.
Drive UAT readiness, including test planning, end-to-end validation, and stakeholder coordination to ensure solutions meet business expectations.
Collaborate with Development, QA, InfoSec to ensure solutions are secure, scalable, and aligned to enterprise standards.

Required Skills

10+ years of Business Systems Analyst experience supporting large‐scale enterprise applications in a global environment.
4+ years deep experience on Salesforce Service Cloud & Experience Cloud (Community Cloud).
Hands-on experience with Service Cloud, Experience Cloud (Community Cloud), including case intake and knowledge management, omni-channel/intelligent routing, self-service enablement, and customer account/contact data quality—supporting end-to-end service process orchestration and AI-assisted automation.
Experience working in Agile and iterative delivery environments, including backlog refinement, sprint planning, incremental releases, and rapid feedback loops.
Strong requirements gathering, process design, and UAT experience
Ability to work directly with business stakeholders and drive solutions leveraging Salesforce out-of-the-box capabilities
Strong communication skills with the ability to present complex technical concepts clearly and concisely to a variety of audiences.
Salesforce certifications (Salesforce Certified Application Architect, Salesforce Administrator, Service Cloud, Community Cloud), demonstrating strong platform and data model fluency.

Preferred Skills

Experience working in complex, global, and highly integrated enterprise environments.
Experience in the high-tech or semiconductor industry, supporting complex, global and highly integrated business processes
Proven ability to use rapid prototyping or AI-assisted development techniques (e.g., Vibe Coding, low code/no code, or similar approaches) to accelerate solution validation

Salesforce Service Cloud Business Analyst

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