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The Salesforce Business Analyst will work closely with the project team to support the implementation of Salesforce Service Cloud using primarily out-of-the-box (OOTB) capabilities. The BA will translate business requirements into functional Salesforce configurations, support case management processes, and assist with functional testing and user validation.
Job Responsibility:
Collaborate with stakeholders and project manager to understand service support processes and requirements
Document business requirements, user stories, and functional specifications aligned to Salesforce Service Cloud OOTB features
Support configuration of Service Cloud features including: Case management
Service Console
Omni-Channel routing
Knowledge Base
Assist in process mapping, gap analysis, and identification of standard Salesforce solutions with minimal customization
Support functional testing, UAT preparation, and defect triage
Ensure solution aligns with client standards, governance, and implementation guidance
Provide ongoing support to client-led delivery and respond to assigned tasks as directed by project manager
Requirements:
8-12 years of experience as a Salesforce Business Analyst
Strong experience with Salesforce Service Cloud implementations
Hands-on knowledge of case management, omni-channel, service console, and knowledge articles
Experience working in team augmentation or client-led delivery models
Strong documentation and stakeholder communication skills