Salesforce Business Analyst

Role: Salesforce Business Analyst with Agentforce and data cloud knowledge

Location: NYC, NY and Boston, Massachusetts - 3-4 days office is must

Contract Role

Job description:

Role Overview

The Salesforce Business Analyst plays a critical role in translating business needs into scalable, efficient solutions across the Salesforce ecosystem. This role requires hands-on experience with Salesforce core platform capabilities, as well as specialized skills in Service Cloud, Agentforce, and Data Cloud. The analyst will collaborate closely with business stakeholders, architects, developers, and cross functional teams to ensure that Salesforce capabilities are fully leveraged to drive operational efficiency and customer experience.

Key Responsibilities:

Business Analysis & Requirements Management

• Conduct requirements gathering workshops, stakeholder interviews, and journey mapping to define business needs and user stories.

• Perform process mapping (as is/to be), identifying gaps, dependencies, and opportunities for optimization.

• Translate business goals into epics, detailed user stories, and acceptance criteria, maintaining full traceability across requirements and testing.

Salesforce Platform Expertise

• Configure the Salesforce environment as needed, including objects, workflows, validation rules, page layouts, and user profiles.

• Collaborate with technical teams to ensure alignment with Salesforce architectural best practices, scalability, and compliance guidelines.

• Support Salesforce governance processes including release planning, sprint planning, and stakeholder alignment.

Service Cloud Responsibilities

• Analyze and refine customer service processes, case management workflows, knowledge management, and omni-channel routing.

• Ensure Salesforce Service Cloud capabilities are fully utilized to support operational efficiency and customer experience transformation.

• Work with Service Cloud teams on KPIs such as CSAT, AHT, and routing accuracy.

Agentforce Responsibilities

• Support functional analysis and process definition for Agentforce implementations, including agent workflows, conversation journeys, and escalation paths.

• Partner with Agentforce developers to validate requirements for case handling, routing, agent assist capabilities, and persona specific workflows.

Data Cloud Responsibilities:

• Support mapping of Salesforce objects and data models to business use cases and external data sources.

• Participate in integration and data flow discussions across Data Cloud, Snowflake, and other data platforms.

• Assist with segmentation, identity resolution, and data activation use cases involving Data Cloud.

Testing, Validation & Deployment Support

• Prepare UAT test plans, test cases, and scripts; coordinate UAT with business teams and ensure smooth sign off.

• Assist development teams during unit and system testing to validate that build artifacts align with documented requirements.

Required Skills & Experience:

• 6+ years of experience as a Salesforce Business Analyst or similar role.

• Strong understanding of Salesforce data models, platform capabilities, workflows, and declarative tools.

• Hands-on expertise in Service Cloud (case management, omni-channel, knowledge).

• Experience supporting or working with Agentforce (agent workflows, guided experiences, AI powered agent assist).

• Working knowledge of Salesforce Data Cloud, including data modeling, identity resolution, and activation use cases.

• Strong documentation skills: epics, user stories, acceptance criteria, process maps, data mapping, KPIs.

• Experience coordinating UAT, test readiness, and cross-functional alignment.

• Excellent communication skills with the ability to interface with business and technical stakeholders.

Preferred Qualifications:

• Salesforce Administrator or Business Analyst certification.

• Good exposure to financial services or insurance domain

• Exposure to Salesforce integrations (APIs, Mulesoft, Informatica).

• Experience with AI powered Salesforce capabilities (Einstein, Agent Assist).

• Experience in Agile environments with tools like Jira or Azure DevOps.