EROS Technologies Inc · 11 hours ago
Salesforce Service Cloud Business Analyst (W2 Only)
Alameda, CA
Contract
Onsite
Mid LevelEROS Technologies Inc is seeking a Salesforce Service Cloud Business Analyst who will analyze business needs and translate them into functional Salesforce solutions. The role involves gathering requirements, supporting UAT, and driving continuous improvement to enhance customer service.
Cloud ComputingRecruitingStaffing Agency
Hiring Manager
Aditya Rautela
Responsibilities
Requirements Gathering: Lead workshops, interviews, and discovery sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs
Solution Design: Translate business needs into detailed functional specifications, user stories, process flows (like call flows), and acceptance criteria for Service Cloud features (Case Management, Omni-Channel, Knowledge, Field Service)
Configuration & Support: Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations
Agile Collaboration: Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions
Testing & Deployment: Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments
Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities
Documentation: Create comprehensive documentation, reports, and training materials for new features and processes
Qualification
Required
A Salesforce Service Cloud Business Analyst analyzes business needs, gathers requirements, and translates them into functional Salesforce solutions, focusing on case management, omni-channel routing, and knowledge bases, working with stakeholders and developers to configure the platform, create user stories, support UAT, and drive continuous improvement for enhanced customer service
Key tasks include leading discovery workshops, designing process flows, supporting integrations (like Amazon Connect), writing acceptance criteria, and ensuring solutions meet business goals
Requirements Gathering: Lead workshops, interviews, and discovery sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs
Solution Design: Translate business needs into detailed functional specifications, user stories, process flows (like call flows), and acceptance criteria for Service Cloud features (Case Management, Omni-Channel, Knowledge, Field Service)
Configuration & Support: Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations
Agile Collaboration: Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions
Testing & Deployment: Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments
Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities
Documentation: Create comprehensive documentation, reports, and training materials for new features and processes
Deep understanding of Salesforce Service Cloud functionalities (Case Management, Entitlements, SLAs, Knowledge, Omni-Channel)
Experience with contact center operations and customer service best practices
Strong analytical, communication (written/verbal), and facilitation skills
Proficiency with requirements management tools (e.g., Azure DevOps)
Familiarity with system integrations (e.g., CTI, Amazon Connect)
Company
EROS Technologies Inc
EROS Technologies Inc.
Founded in 2015
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mohammad Shadab Alam ( KALLIS )
Chief Executive Officer
Kiswah(MEENAKSHI) Khan
Chief Operating Officer (COO)
Company data provided by crunchbase