Business Analyst
TATA Consultancy Services Ltd.
Remote, OR
Job posting number: #7305891 (Ref:tsc-356951)
Posted: April 8, 2025
Job Description
Salesforce Business Analyst – Service Cloud
• Proven experience as a Salesforce Business Analyst, with a focus on Service Cloud.
• Strong understanding of Salesforce Service Cloud features and functionalities.
• Excellent analytical and problem-solving skills.
• Proficiency in creating user stories, technical specifications, and process diagrams.
• Experience with data analysis and reporting using Salesforce tools.
• Strong communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Salesforce certifications (e.g., Salesforce Certified Service Cloud Consultant) are a plus.
• Familiarity with Salesforce Flow and specifically Orchestration feature is a plus.
• Minimum of 3 years of experience working with Salesforce Service Cloud.
• Experience in implementing and optimizing Case Management solutions for customer service teams specifically leverage Salesforce technologies.
• Familiarity with Salesforce AppExchange and third-party integrations.
• Knowledge of CRM best practices and customer service processes.
• Experience in training and supporting end-users on Salesforce functionalities.
Roles & Responsibilities
• Collaborate with stakeholders to gather and document business requirements which can be captured with documentation, process flows and presentations as necessary.
• Analyze business processes and identify areas for improvement using Salesforce Service Cloud and interconnected related technologies and features.
• Design and implement Service Cloud solutions that meet business needs and
enhance customer service capabilities.
• Create detailed user stories and technical specifications for development teams
working within an agile development methodology.
• Conduct user acceptance testing (UAT) to ensure solutions meet business requirements.
• Assists with management necessary for imports and handling of data.
• Provide training and support to end-users on Service Cloud functionalities.
• Monitor and analyze key performance indicators and make recommendations for optimization.
• Stay updated with Salesforce specifically Salesforce Service Cloud features and best practices.
Salary Range- $90,000-$95,000 a year
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