Salesforce Business Analyst

• 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.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.