Salesforce Service Cloud Business Analyst

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India

We are seeking a Salesforce Service Cloud Business Analyst to join our team and play a crucial role in optimizing customer service processes. This role involves working closely with stakeholders to gather business requirements, enhance user experience, and implement innovative solutions within Salesforce Service Cloud. The ideal candidate will have experience with Case Management, Omni-Channel, Knowledge, Service Cloud Voice, Chat Bots, and Automation tools to drive efficiency and improve customer service operations.

As a Salesforce Service Cloud Business Analyst, you will bridge the gap between business needs and technical solutions, ensuring that Salesforce Service Cloud is effectively configured and utilized. You will be responsible for gathering and analyzing requirements, customizing Service Cloud features, and providing strategic insights to enhance customer support operations.

Responsibilities

• Act as a liaison between business stakeholders and technical teams, translating business needs into functional Service Cloud solutions.


• Gather, document, and analyze business requirements related to customer service operations and support processes.


• Configure and customize Salesforce Service Cloud, including Case Management, Omni-Channel routing, and Knowledge Management.


• Collaborate with Salesforce Administrators, Developers, and stakeholders to implement system enhancements and new features.


• Develop and execute test plans to ensure system integrity and proper functionality.


• Provide training and support to end-users for effective adoption of Service Cloud features.


• Assist with reporting and dashboard creation to track key service metrics.


• Identify opportunities for process automation using Flows, Einstein AI, and other Salesforce tools.


• Stay up to date with Salesforce releases and best practices to ensure the platform is optimized.

Qualifications

• 3 years of experience as a Business Analyst working with Salesforce, preferably in a customer service environment.


• Hands-on experience with Salesforce Service Cloud, including Case Management, Omni-Channel, Knowledge, Macros, and Automation tools.


• Strong understanding of customer support operations, service workflows, and SLAs.


• Ability to gather, analyze, and document business requirements and translate them into system functionality.


• Experience with Salesforce Flow, Process Builder, and automation tools.


• Excellent communication and stakeholder management skills.


• Strong analytical and problem-solving abilities.


• Experience with Agile methodologies and working in cross-functional teams.

Preferred

• Salesforce Certified Service Cloud Consultant and/or Certified Business Analyst.


• Experience with Einstein AI, Chatbots, and Self-Service Portals.


• Knowledge of integrations between Salesforce and other customer service platforms.


• Familiarity with ITIL processes and best practices for service management.

Additional Details
The base range for this contract position is $60 - $70 /per hour, depending on experience.
Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Qualified applicants with arrest or conviction records will be considered.

Benefits

• Medical coverage and Health Savings Account (HSA) through Anthem


• Dental/Vision/Various Ancillary coverages through Unum


• 401(k) retirement savings plan


• Company-paid Employee Assistance Program (EAP)


• Discount programs through ADP WorkforceNow

About Us
STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees.
Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.
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