Job Details:
Salesforce Service Team

Job Summary

What You'll Do
- Serve as the primary liaison between business stakeholders in customer service, support operations, and contact center teams and the Salesforce technical delivery team
- Lead and facilitate requirements-gathering workshops, JAD (Joint Application Design) sessions, and stakeholder interviews to elicit, document, and validate business requirements
- Translate complex business needs into detailed user stories, process flows, use cases, acceptance criteria, and functional specifications aligned with Agile delivery standards
- Analyze and document current-state (As-Is) and future-state (To-Be) business processes related to case management, omni-channel routing, knowledge management, and customer service workflows
- Configure and validate Salesforce Service Cloud features including Case Management, Omni-Channel, Knowledge Base, Entitlements, Milestones, and Service Level Agreements (SLAs)




- Collaborate with developers and architects to ensure technical solutions accurately reflect business requirements and align with Salesforce best practices
- Develop and maintain business requirements documents (BRDs), functional specifications, data mapping documents, and traceability matrices:
- Lead and coordinate User Acceptance Testing (UAT) activities including test plan creation, test case development, defect tracking, and sign-off management
- Identify opportunities for process automation and optimization within service operations using Salesforce Flow, Einstein AI, and other platform tools
- Support change management activities including stakeholder communication, training material development, and end-user training delivery
- Manage and prioritize the product backlog in collaboration with the Product Owner, ensuring stories are well-defined, estimated, and sprint-ready
- Partner with reporting and analytics teams to define and validate KPIs, dashboards, and reports that measure service performance and operatio

📌 Senior Business Analyst, Technical Business Solutions (Pune)
🏢 Cencora
📍 Pune