The Product Owner / Senior Business Analyst is responsible for owning end-to-end delivery of Salesforce Service Cloud initiatives within an agile squad. The role ensures alignment between business service operations goals and technical execution by defining, prioritizing, and validating backlog items, and translating business needs into clear, actionable requirements.

The role works closely with engineering, QA, architects, and business stakeholders to deliver scalable Service Cloud solutions including case management, omnichannel routing, knowledge management, service console, and agent productivity enhancements.

The scope includes full ownership of backlog and delivery outcomes for Service Cloud implementations, enhancements, and support initiatives.

Key Responsibilities

Backlog Ownership & Delivery

- Own and manage the Service Cloud backlog, prioritizing based on business value and operational impact
- Maintain a well-groomed backlog ready for sprint execution
- Lead sprint planning, backlog refinement, and retrospectives
- Track and communicate delivery status across agile ceremonies

Requirement Management

- Gather, analyze, and document business requirements for Service Cloud solutions
- Translate requirements into user stories with clear acceptance criteria
- Ensure requirements are testable, traceable, and aligned with service operations goals
- Define workflows including:
- Case lifecycle management
- Incident & request handling
- Escalation processes
- Knowledge article lifecycle

- Maintain functional documentation and process artifacts

Stakeholder Alignment

- Bridge business teams (support operations, customer service) with technical teams
- Align service strategy with Salesforce implementation approach
- Simplify complex requirements for cross-functional teams
- Remove ambiguity and ensure clarity throughout delivery

Quality & Validation





- Validate delivered functionality against acceptance criteria
- Participate in demos, UAT, and release readiness activities
- Ensure solutions meet quality benchmarks and business expectations

Service Cloud Domain Leadership

- Drive solutions leveraging deep understanding of:
- Case Management
- Knowledge Management
- Omnichannel Routing
- Service Console
- Agent productivity tools

- Recommend improvements to service workflows and customer experience

Risk & Continuous Improvement

- Identify risks, dependencies, and delivery gaps
- Mitigate issues impacting delivery timelines
- Continuously improve backlog quality, delivery processes, and team efficiency

Experience & Qualifications

- Bachelor's Degree or equivalent experience
- 6+ years in Product Owner / Business Analyst / Agile roles
- Proven experience in Salesforce Service Cloud implementations
- Strong experience in backlog ownership, user story definition, and agile delivery
- Experience in cross-functional teams within enterprise environments
- Exposure to service operations or customer support domains preferred
- Familiarity with tools like Jira

Skills & Capability Requirements

Capability

Must Have / Good to Have

Level Required

Stakeholder Management

Must Have

Proficient

Requirement Gathering & Design

Must Have

Expert

Team Player

Must Have

Proficient

Communication – English Speaking Skills

Must Have

Proficient

Prioritization & Decision Making

Must Have

Proficient





Requirements Clarity & Organization

Must Have

Expert

Problem Solving & Analytical Thinking

Must Have

Proficient

Business Acumen (Service Operations Focus)

Must Have

Proficient

Influencing without Authority

Must Have

Proficient

Documentation & Process Standardization

Good to Have

Competent

Technical Capabilities

Capability

Must Have / Good to Have

Level Required

Salesforce Service Cloud (Case Management, Knowledge, Omnichannel, Service Console)

Must Have

Proficient

Admin & Configuration (Objects, Flows, Validation Rules, Queues)

Must Have

Proficient

Backlog Management (Jira / Agile Tools)

Must Have

Expert

User Story & Acceptance Criteria Writing

Must Have

Proficient

Requirement Analysis & Translation to User Stories

Must Have

Proficient

Acceptance Criteria Definition & Validation

Must Have

Proficient

Alignment of Business Intent to Technical Execution

Must Have

Proficient

Agile Delivery Practices (Scrum/Kanban)

Must Have

Proficient

Knowledge Management & Service Processes

Must Have

Proficient

Reporting & Analytics Interpretation (Service KPIs)

Good to Have

Competent

Integration Awareness (APIs, Middleware – conceptual)

Positive to Have

Competent

Career Level & Role Expectations

- Operates in a Professional band with focus on delivery ownership and functional leadership
- Takes prioritization and scope decisions with moderate autonomy
- Drives delivery outcomes through structured backlog governance
- Acts as the central coordination point for Service Cloud squad execution

Work Environment

- Standard enterprise work environment
- High collaboration with distributed cross-functional teams
- Primarily desk-based role involving digital tools, communication platforms, and agile ceremonies

📌 Salesforce Service Cloud Product Owner (Bengaluru)
🏢 TalentOla
📍 Bengaluru