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 operational efficiency

- Participate in Agile/Scrum ceremonies including sprint planning, backlog grooming, daily stand-ups, and retrospectives

Basic Qualifications

- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
- 5+ years of experience as a Business Analyst, with at least 3+ years focused on Salesforce implementations
- Demonstrated hands-on experience with Salesforce Service Cloud , including Case Management, Omni-Channel, Knowledge Base, and Entitlements
- Solid proficiency in Agile/Scrum methodologies, including writing user stories, defining acceptance criteria, and managing product backlogs
- Experience facilitating requirements workshops, stakeholder interviews , and process mapping sessions with cross-functional teams
- Proficiency with business analysis tools such as JIRA, Confluence, Lucidchart, Visio , or equivalent
- Strong understanding of Salesforce declarative capabilities including Flows, Validation Rules, Page Layouts, and Record Types




- Excellent written and verbal communication skills with the ability to present complex information clearly to both technical and non-technical audiences
- Experience coordinating and leading UAT activities including test case development and defect management
- Active Salesforce Certified Administrator certification

Preferred Qualifications

- Salesforce Certified Service Cloud Consultant certification
- Salesforce Certified Business Analyst certification
- Experience with Salesforce Einstein AI features such as Einstein Case Classification, Einstein Article Recommendations, or Einstein Bots within a service context
- Familiarity with CTI (Computer Telephony Integration) platforms such as Amazon Connect, Genesys, or Avaya integrated with Salesforce
- Experience working with Agentforce for AI-powered customer service automation
- Experience with Salesforce Field Service (FSL) or Salesforce Experience Cloud (Community portals for self-service)
- Familiarity with integration concepts and their impact on service data flows
- Understanding of data governance , data quality standards, and reporting best practices within Salesforce
- Experience in the healthcare, pharmaceutical, or life sciences industry
- Proven experience supporting large-scale, enterprise Salesforce implementations with multiple concurrent workstreams

Bachelor's degree in business administration, computer science, information systems, or a related field, or equivalent experience required. 4+ years of experience in technical product management, technical business analysis, solution architecture, or a related field required. Certified Business Analysis Professional (CBAP) or Agile Certifications (CSPO), or equivalent certification preferred. Demonstrates advanced capability in translating business needs int

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