Salesforce Business Analyst
Posted 3 days ago by 1761899206
Negotiable
Outside
Remote
USA
Summary: The Salesforce Business Analyst role focuses on leveraging expertise in Service Cloud and data migration to enhance customer service processes. The candidate will collaborate with both business and technical teams to gather requirements and lead data migration initiatives, ensuring a seamless Salesforce experience. This position requires a strong background in Salesforce functionalities and effective stakeholder engagement. The role is remote and emphasizes a hands-on approach to business analysis and system configuration.
Key Responsibilities:
- Partner with business teams to gather, analyze, and document requirements related to customer service and support operations.
- Translate business needs into functional specifications for Service Cloud features and workflows.
- Conduct workshops, interviews, and process mapping sessions to identify gaps and process improvement opportunities.
- Configure and maintain core Service Cloud capabilities, including Case Management, Knowledge Base, Omni-Channel Routing, and Service Console.
- Build and enhance automations using Flows, Assignment Rules, and Macros to improve agent productivity.
- Ensure accurate configuration of Entitlements, Milestones, and SLA tracking.
- Lead or support data migration projects from legacy CRM systems to Salesforce.
- Perform data mapping, cleansing, validation, and reconciliation to ensure data integrity.
- Collaborate with technical teams to define migration strategies and support integration with external systems using APIs or middleware tools.
- Develop and execute test cases to validate Service Cloud configurations and migrated data.
- Support UAT (User Acceptance Testing) and deployment activities to ensure solutions meet business needs.
- Create training materials and provide end-user and support team training.
- Act as a liaison between business stakeholders and technical teams for ongoing support and enhancements.
Key Skills:
- Minimum 9 years of total experience with at least 3+ years as a Salesforce Business Analyst focusing on Service Cloud.
- Proven track record of managing and executing data migration initiatives to Salesforce.
- Strong understanding of customer service operations, CRM best practices, and Service Cloud functionality.
- Proficiency in Salesforce Data Loader, Workbench, or third-party ETL tools.
- Excellent communication, documentation, and stakeholder management skills.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Job Title: Salesforce Business Analyst Service Cloud & Data Migration
Location: Remote
Type: C2c
Experience: 9+ Years
Position Overview
We are seeking an experienced Salesforce Business Analyst with deep expertise in Service Cloud and data migration to Salesforce. The ideal candidate will work closely with business and technical teams to gather requirements, optimize customer service processes, and lead data migration initiatives to ensure a seamless Salesforce experience.
Key Responsibilities
<>Business Analysis & Stakeholder Engagement</>Partner with business teams to gather, analyze, and document requirements related to customer service and support operations.
Translate business needs into functional specifications for Service Cloud features and workflows.
Conduct workshops, interviews, and process mapping sessions to identify gaps and process improvement opportunities.
Configure and maintain core Service Cloud capabilities, including Case Management, Knowledge Base, Omni-Channel Routing, and Service Console.
Build and enhance automations using Flows, Assignment Rules, and Macros to improve agent productivity.
Ensure accurate configuration of Entitlements, Milestones, and SLA tracking.
Lead or support data migration projects from legacy CRM systems to Salesforce.
Perform data mapping, cleansing, validation, and reconciliation to ensure data integrity.
Collaborate with technical teams to define migration strategies and support integration with external systems using APIs or middleware tools.
Develop and execute test cases to validate Service Cloud configurations and migrated data.
Support UAT (User Acceptance Testing) and deployment activities to ensure solutions meet business needs.
Create training materials and provide end-user and support team training.
Act as a liaison between business stakeholders and technical teams for ongoing support and enhancements.
Required Qualifications
Minimum 9 years of total experience with at least 3+ years as a Salesforce Business Analyst focusing on Service Cloud.
Proven track record of managing and executing data migration initiatives to Salesforce.
Strong understanding of customer service operations, CRM best practices, and Service Cloud functionality.
Proficiency in Salesforce Data Loader, Workbench, or third-party ETL tools.
Excellent communication, documentation, and stakeholder management skills.
Preferred Skills
Salesforce Certifications such as:
Salesforce Administrator
Service Cloud Consultant
Salesforce Business Analyst
Experience with Omni-Channel, Live Agent, and Knowledge Management.
Familiarity with Agile methodologies and tools like Jira or Azure DevOps.