Role :- Salesforce Business Analyst – Techno-Functional (Service Cloud)

Exp :- 5 + Years

Location :- Hyderabad

Notice :- Immediate – 15 Days

Mode of Work :- WFO

Shift Timings :- 11AM – 8 PM

Job Summary

We are looking for an experienced Salesforce Business Analyst with solid techno-functional knowledge of Salesforce Service Cloud, business analysis, Agile/Scrum, Jira, and production support. The candidate will work closely with business stakeholders and technical teams to gather requirements, manage sprints, support Salesforce enhancements, and resolve production issues.

Key Responsibilities
Gather and document business requirements, functional specifications, user stories, and acceptance criteria.
Manage bi-weekly Agile sprints, backlog grooming, prioritization, and delivery tracking using Jira.
Configure and support Salesforce Service Cloud features, including Flows, Email-to-Case, Case assignment rules, queues, validation rules, email templates, and page layouts.
Handle production support tickets, troubleshoot issues, perform root cause analysis,



and coordinate resolutions with technical teams.
Coordinate with stakeholders, developers, and QA teams for requirement discussions, UAT, defect resolution, and release validation.
Maintain functional documentation and communicate project status, risks, and delivery updates.

Required Qualifications
5+ years of Business Analysis experience, including at least 3 years in Salesforce.
Hands-on experience with Salesforce Service Cloud administration and Case Management.
Robust knowledge of Salesforce configuration, automation, and support processes.
Experience with Agile/Scrum, sprint management, and Jira.
Experience in requirement gathering, user story creation, UAT, production support, and issue resolution.
Excellent communication, stakeholder management, analytical, and problem-solving skills.
Ability to bridge business requirements and technical implementation effectively.
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