Business Analyst - Salesforce Service Cloud

<p><p><b>About CloudLabs :</b></p><p><p><b><br/></b></p>CloudLabs Inc was founded in 2014 with the mission to provide exceptional IT & Business consulting services at a competitive price, to help clients realize the best value from their investments.<br/><br/>Within a short span, CloudLabs evolved from pure-play consulting into a transformative partner for Business Acceleration Advisory, Transformative Application Development & Managed Services enabling digital transformations, M&A transitions, Automation & Process-driven optimizations & complex Integration initiatives for enterprises across the globe.<br/><br/>As a Strategic Planning & Implementation Partner for global companies, CloudLabs has seen a 200% uptake in winning high-value, high-impact and high-risk projects that are critical for the business.<br/><br/>With offices in the US, Canada, Australia & India and with the team of 150+ experienced specialists, CloudLabs is now at an inflection point and ready for its next curve of progress.<br/><br/><b>Job Description : </b></p><p><b><br/></b></p><p>In this role, you will work closely with cross-functional teams to analyze, design, test and support enhancements to our Salesforce Service Cloud environment.<br/><br/>This role is ideal for an experienced analyst with a deep understanding of Service Cloud functionalities and proven track record of collaborating with various functional teams.<br/><br/>You will serve as the liaison between business stakeholders and the Salesforce technical team, focusing on process improvement, automation, and user experience within the Service Cloud Functions :</b></p><p><p><b><br/></b></p>- Gather, document, and analyze business requirements for enhancements within Salesforce Service Cloud.</p><p><br/>- Translate requirements into detailed user stories, acceptance criteria and functional specifications.<br/><br/></p><p>- Understand current customer support processes and identify areas for optimization or automation.<br/><br/></p><p>- Collaborate with business and technical teams to design robust and scalable solutions for case management, omni-channel routing, knowledge base, entitlements, and service analytics.<br/><br/></p><p>- Coordinate and support UAT and change management efforts.<br/><br/></p><p>- Ensure alignment of system design with Service Cloud best practices.<br/><br/></p><p>- Monitor system performance and drive continuous improvements post-deployment.<br/><br/></p><p>- Partner with key stakeholders to develop training materials and user Skills & Abilities :</b></p><p><br/></p><p>- Salesforce certifications such as Service Cloud Consultant, Business Analyst, or Administrator strongly preferred.</p><p><br/></p>- Experience working with Jira, Confluence, and Agile methodologies.<br/><br/></p><p>- Experience with integrations between Salesforce and other enterprise systems (SAP, Vonage, </p><p>AI tools, etc.</p><p><b><br/></b></p><p><b>Minimum Education and Work Experience Required :</b></p><p><br/></p><p>- Bachelors degree in Business, Information Systems, Computer Science, or related field.</p><p><br/></p><p>- 5+ years of experience as a Salesforce Business Analyst or Consultant.<br/><br/></p><p>- 3+ years of hands-on experience with Salesforce Service Cloud, including case management, </p><p>workflows, omni-channel support, entitlements, SLAs, and reporting.<br/><br/></p><p>- Strong experience in documenting business requirements and translating them into technical </p><p>deliverables.<br/><br/></p><p>- Excellent communication skills and comfort working with both technical and business </p><p>stakeholders.<br/><br/></p><p>- Ability to work independently and hit the ground running in fast-paced environments.</p><br/></p> (ref:hirist.tech)