Title: Business Analyst - SFDC Service Cloud
Term: 1 year (w/possible extension)
Location: Phoenix, AZ
Hybrid: 2-3 days in office
Rate: Open
We can do C2C Please do not call Simply send the resume through this posting and I will be in touch
Experience working in the Airline Industry is a huge
Overview of responsibilities directly from Client:
Responsibilities will include business and technical documentation and requirements, specifically to support Salesforce Service Cloud case management, with multiple integration points.
Ability to assist with design and solutions around new Salesforce instance.
Good understanding of case management systems and best practices.
Key Responsibilities:
Work closely with business stakeholders to gather and analyze requirements.
Ability to document and assess complex business processes and identify areas for improvement.
Solid knowledge of databases, good command of spreadsheets, formulas and macros, MS Office
Awareness of Salesforce Core and Service Cloud configuration including security profiles, roles, reports, flows, validation rules, formulas and case management.
Proficient in identifying issues and developing practical solutions within the Salesforce ecosystem, specifically, Service Cloud or other modules as needed including best practices in standing up a new Salesforce instance.
Provide documentation, and support to users and administrators.
Stay updated on Salesforce releases and recommend enhancements or upgrades.
Familiarity with Salesforce administration, including workflows, process builder, and Flow.
Understanding of data modeling, integration points, and security models within Salesforce.
Capable of translating a system of record to verifiable KPIs.
Ensure data quality, compliance, and governance best practices are followed.
Participate as needed in testing, deployment, and change management processes.
Required Qualifications:
Bachelor's degree in computer science, Information Technology, Business, or related field
5+ years of hands-on Salesforce consulting or administration experience including business analysis, preferably within customer service or contact center environments
Salesforce Administrator and/or Platform App Builder Certification
Salesforce Expertise: Proficiency in Salesforce Service Cloud functionalities, including case management, knowledge base, omni-channel routing, and service analytics.
Excellent communication, documentation, and stakeholder management skills to effectively liaise between stakeholders and technical teams.
Experience working in Agile/Scrum environments
Preferred Qualifications:
Salesforce Sales Cloud, Salesforce Certified Business Analyst and/or Service Cloud Consultant Certification
Background in Airline industry is a plus
Familiarity with tools like ADO (Azure DevOps) Test Manager or Jira