Senior Business Analyst – Salesforce Service Cloud

Job Description: Senior Business Analyst – Salesforce Service Cloud

Company: DigiIQ IT Solution Private Limited
Job Type: Full-Time
Work Mode: Remote
Working Days: 5 Days a Week

Job Overview

We are looking for an experienced Senior Business Analyst – Salesforce Service Cloud who has strong business analysis and hands-on Salesforce configuration experience.

The ideal candidate will work directly with customer service teams, business users, power users, and team leads to understand existing business processes, identify improvement opportunities, and implement functional solutions within Salesforce Service Cloud.

This role primarily focuses on business analysis, process improvement, requirement gathering, and Salesforce configuration. It does not involve hands-on development or coding.

Key Responsibilities

• Understand, analyze, and document existing business processes, workflows, and operational challenges.
• Conduct workshops and discussions with business users, power users, and team leads to gather requirements.
• Identify process gaps and recommend improvements in business operations and Salesforce functionality.
• Perform hands-on Salesforce Service Cloud configuration, including page layouts, Entitlements, Milestones, Reports, and Dashboards.
• Prepare clear, structured, and prioritized business requirements and user stories for development teams.
• Identify opportunities for automation and AI implementation, including Agentforce.
• Support the implementation and rollout of Salesforce changes.
• Assist power users and team leads in adopting new processes and functionalities.

Required Skills & Experience

• Minimum 4+ years of experience as a Business Analyst or Functional Consultant.
• At least 2+ years of hands-on experience with Salesforce Service Cloud.
• Experience working directly with business stakeholders across at least 3 projects, independently conducting workshops and requirement-gathering sessions.
• Strong understanding of Salesforce Service Cloud, including:
• • Case Management
  • Service Console
  • Omni-Channel Routing
  • Knowledge Management
  • SLAs, Entitlements & Milestones
• Hands-on experience configuring Salesforce Service Cloud, including:
• • Page Layouts
  • Entitlements & Milestones
  • Reports & Dashboards
• Experience preparing business requirements, process documentation, and user stories.
• Practical experience using AI tools such as ChatGPT, Claude, or Copilot for drafting process maps, user stories, test cases, and workshop summaries.
• Ability to review AI-generated outputs critically and follow client-approved AI usage and data security guidelines.
• Excellent verbal and written English communication skills.
• Strong problem-solving, analytical, and stakeholder management skills.

Good to Have

• Hands-on experience configuring Salesforce Agentforce agents, including Topics, Actions, and Instructions.
• Experience with AI capabilities within Salesforce Service Cloud.
• Salesforce certifications such as:
• • Salesforce Service Cloud Consultant
  • Salesforce Administrator
  • Agentforce Specialist
  • Salesforce Business Analyst
• Previous experience in a consulting environment.
• Basic knowledge of Salesforce Sales Cloud or Campaigns.
  

Preferred Candidate Profile

• Proactive, self-driven, and comfortable working independently.
• Confident in interacting directly with business users and non-technical stakeholders.
• Strong ability to challenge requirements and recommend practical solutions.
• Good documentation and communication skills.

Send profiles at- hr@digiia.com