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 transparent, 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