Senior Salesforce Business Analyst - Service Cloud

Role Summary

As a Business Analyst on our Service Cloud Support Team, you'll be the first point of contact

for all Service Cloud support requests. You'll play a critical role in ensuring our support queue is

well-managed and that our team is focused on solving the most impactful problems. Your main

responsibilities will include reviewing and triaging all incoming requests, understanding the root

cause of the issue or the business problem the requester is trying to solve, and working with our

technical partners to design and prioritize effective solutions. This is a highly collaborative role

that requires strong communication skills and a strategic mindset.

Key Responsibilities

Triage and Prioritize : Review, analyze, and prioritize all incoming Service Cloud

support requests, ensuring that critical issues are addressed promptly.

Business Analysis : Engage with our US-based Operations team to deeply understand

their needs, pain points, and the business problems they are trying to solve. You'll

translate these high-level requests into clear, actionable requirements for our technical

team.

Solution Design : Partner with technical Salesforce experts to brainstorm and outline

potential solutions that align with business goals and technical best practices.

Communication : Act as the primary liaison between business stakeholders and the

technical team. You'll provide regular updates to stakeholders on the status of their

requests and clearly communicate technical solutions in an easy-to-understand manner.

Documentation : Maintain comprehensive documentation of all support requests,

requirements, and solution designs.

Required Skills and Qualifications

Experience : 6+ experience in a business analysis or similar role, preferably in a

technical or SaaS environment. 3+ years working specifically with the Service Cloud

platform.

Platform Knowledge : Strong understanding of Salesforce, specifically the Service

Cloud platform.

Communication : Exceptional verbal and written communication skills in English are a

must. You will be communicating daily with our US-based Operations team.

Problem-Solving : Excellent analytical and problem-solving skills with the ability to

identify the root cause of issues and propose logical solutions.

Collaboration : A natural collaborator who is comfortable working with both technical

and non-technical teams.

Organizational Skills : Highly organized with the ability to manage multiple priorities and

deadlines in a fast-paced environment.