Cynet Systems · 2 days ago
Salesforce Service Cloud Business Analyst
Alameda, CA
Full-time
Onsite
Mid Level
$65/hr - $70/hrCynet Systems is seeking a Salesforce Service Cloud Business Analyst to lead workshops and gather requirements from stakeholders. The role involves translating business needs into functional specifications, supporting Salesforce Service Cloud configuration, and driving process improvements.
EmploymentRecruitingStaffing Agency
Responsibilities
Requirements Gathering: Lead workshops, interviews, and Client 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
Lead workshops, interviews, and Client sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs
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)
Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations
Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions
Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments
Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities
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
Cynet Systems
Headquartered in Washington DC Metro Area, Cynet Systems is a top talent supplier for companies across North America.
Founded in 2010
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashwani (Ash) M.
Partner and Co-CEO
Nikhil "Nick" Budhiraja
Founder / Co-CEO
Company data provided by crunchbase