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 transparent 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 readines

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