What are the responsibilities and job description for the Business Analyst position at Kelly?
Kelly, in partnership with Johnson & Johnson, is hiring a Business Analyst – Salesforce Integration
Description:
As part of the Digital Customer Solutions team, the Business Analyst supports Salesforce case management and a broader suite of customer service, order management, and supply chain platforms and integrations serving North American customers. The role helps drive process improvement, business readiness, testing, reporting, and user support across these platforms.
This position is suited to a Salesforce professional seeking exposure to enterprise customer service processes, integrated digital platforms, and large-scale business transformation. The successful candidate will work closely with business stakeholders and technology partners.
Key Responsibilities include, but are not limited to:
- Support daily case management in Salesforce Service Cloud, including case intake, assignment, escalation, and resolution.
- Monitor queues, case routing, and Email-to-Case processing to help ensure customer inquiries reach the right team quickly.
- Build Salesforce dashboards to track case volume, queue throughput, and service levels, and help develop cross-platform customer service and Order-to-Cash (OTC) metrics.
- Support business processes, enhancements, and issue resolution across Salesforce integrations and connected customer service applications.
- Partner with technology teams to deploy enhancements and resolve production issues, assessing upstream and downstream impacts before changes go live.
- Collaborate with business, technology, and external support teams to keep processes aligned end to end across systems.
- Gather requirements, develop user stories and acceptance criteria, create process maps, and manage enhancement requests from intake through implementation.
- Assess needs across platforms, recommend scalable solutions aligned with enterprise standards, and contribute to transformation and system implementation initiatives.
- Plan and execute user acceptance and regression testing for system changes in accordance with applicable validated-systems procedures.
- Champion user adoption, continuous improvement, and operational excellence through release and downtime communications, job aids, and end-user training.
- Build working knowledge of customer service, order management, OTC, and ERP processes to support adjacent functions when needed.
Required Skills and Experience:
- Bachelor’s degree.
- A minimum of five (5) years of experience in business analysis, systems analysis, or Salesforce support.
- Hands-on experience with Salesforce Service Cloud, including case management, queues, and Email-to-Case.
- Experience building Salesforce reports and dashboards.
- Experience documenting business requirements and user stories, and developing test scripts.
- Strong analytical skills and advanced proficiency in Microsoft Excel.
- Excellent written and verbal communication skills, with the ability to learn new processes quickly and support multiple teams.
Preferred Skills and Experience:
- Experience with ERP and CRM systems, Salesforce integrations, or connected customer service applications.
- Experience contributing to digital transformation, process improvement, or system implementation initiatives.
- Experience testing validated systems in a regulated (GxP) environment.
- Familiarity with Jira, ServiceNow, the software development life cycle (SDLC), and Agile or Process Excellence methodologies.
- Experience with Power BI or comparable reporting tools.
- Knowledge of JOM franchise business and supply chain processes.