Salesforce Business Analyst (Service Cloud) Accepted only (s)

Job Title: Salesforce Business Analyst (Service Cloud)

Location: Alameda, CA (Onsite 5 days a week)

Duration: Long Term Project
Accepted only (s)

Job Description:

We are seeking a highly skilled Salesforce Business Analyst with strong experience in Service Cloud to join our team in Alameda, CA. The ideal candidate will serve as a bridge between business stakeholders and technical teams, ensuring Salesforce solutions align with business needs and deliver measurable outcomes.

Responsibilities:

Partner with business stakeholders to gather, analyze, and document requirements for Salesforce Service Cloud enhancements and implementations.

Translate business processes into functional and technical requirements for Salesforce development teams.

Conduct workshops, user interviews, and process mapping sessions to identify gaps and opportunities for improvement.

Work closely with Salesforce developers, architects, and QA teams to design and test solutions.

Develop user stories, acceptance criteria, and ensure proper backlog management in Agile environments.

Support UAT (User Acceptance Testing), training, and adoption of new Salesforce features.

Provide ongoing support and act as a subject matter expert for Salesforce Service Cloud.

Required Skills & Experience:

6 years of experience as a Business Analyst, with at least 3 years focused on Salesforce Service Cloud.

Strong knowledge of Salesforce capabilities including Case Management, Knowledge Base, Omni-Channel, and CTI integrations.

Hands-on experience with Salesforce configuration (basic flows, page layouts, reports, dashboards).

Ability to work with cross-functional teams and translate complex business needs into clear technical solutions.

Experience with Agile/Scrum methodology.

Excellent communication, documentation, and stakeholder management skills.

Salesforce Business Analyst or Service Cloud Consultant Certification preferred (nice to have).