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Business Analyst with Salesforce Service Cloud Focus
2 months ago
The Select Group is seeking a skilled Business Systems Analyst for a remote opportunity. This role requires a strong proficiency in Salesforce, particularly with Service Cloud functionalities.
Essential Qualifications:
5+ Years of Experience as a CRM/Salesforce Business Analyst:
- Collecting technical requirements through collaboration with key business stakeholders and guiding technical teams.
- Documenting techno-functional processes and workflows.
- A balanced technical and functional background in CRM, emphasizing FUNCTIONAL expertise.
- Effectively communicating business needs to technical teams.
- Designing Case Management Solutions.
- Exceptional communication skills.
Technical Solutioning Experience:
- Engaging with business units to identify functional challenges with existing technologies.
- Providing expert recommendations as the department's Subject Matter Expert in Service Cloud.
- Creating technical workflows, plans, and guidelines for task execution.
- Strong communicator with a methodical approach to documentation.
Experience with Salesforce Service Cloud:
- Familiarity with the functionalities of Service Cloud.
- Understanding necessary adjustments for integrations, customizations, enhancements, and migrations.
Experience in Technical/Customer Support Technologies:
- Leading projects involving support technologies such as CRMs, Helpdesk Software, ERP systems, Chatbots, Ticketing systems, and Call center applications.
Agile Methodology Experience:
- Experience working within Agile frameworks.
Role Responsibilities:
- Establishing strong collaborative relationships with internal business partners to understand support and service processes, identifying automation opportunities, and recommending technology solutions that enhance customer value.
- Maintaining functional expertise in operational software solutions and collaborating with third-party vendors to understand future product plans.
- Staying informed on software market leaders and emerging technologies in the support and services sector, acting as a trusted advisor for technology recommendations.
- Leading requirements gathering sessions through workshops, focus groups, and interviews to validate business needs.
- Modeling current and future state business processes, asking insightful questions to fully grasp business objectives and refining complex requirements.
- Translating gathered input into detailed business requirement documents, user journey maps, epics, user stories, and systems interaction diagrams.
- Serving as the primary liaison between business stakeholders and technical teams, ensuring clear and measurable documentation of business processes and requirements.
- Collaborating with Technical and Solution Architects to meet security and architectural standards, ensuring readiness prior to technical team engagement.
- Representing support functions in cross-functional projects, coordinating issue resolution as necessary.
- Facilitating User Acceptance Testing sessions, working with business units to define test scope and secure approvals.
- Assisting in prioritizing bug fixes and continuous improvement requests, managing the backlog of requests in collaboration with business stakeholders.
