Salesforce Service Cloud Business Analyst

  • Singapore
  • Negotiable
  • Contract
  • Discipline:
  • Ref: 50731
Kanatip Kantiwong
Kanatip Kantiwong
Principal Consultant

Salesforce Service Cloud Business Analyst

About the Role

We are seeking an experienced Salesforce Service Cloud Business Analyst to bridge business requirements and technology solutions within customer service and support functions. The role involves working closely with stakeholders to analyze business processes, gather requirements, and support the design and implementation of Salesforce Service Cloud solutions that improve customer experience and operational efficiency.

Key Responsibilities

• Engage with business stakeholders to understand customer service processes, challenges, and objectives

• Gather, analyze, and document business, functional, and system requirements

• Translate business needs into Salesforce Service Cloud solution requirements and user stories

• Facilitate workshops, process mapping sessions, and requirements gathering activities

• Collaborate with Salesforce Administrators, Developers, Architects, and QA teams throughout the project lifecycle

• Support the design and optimization of Service Cloud capabilities, including case management, queues, routing, knowledge management, service console, and omnichannel solutions

• Assist with backlog management, prioritization, and sprint planning activities

• Support user acceptance testing (UAT), defect management, and solution validation

• Develop process documentation, training materials, and business procedures

• Drive continuous improvement initiatives and recommend process enhancements leveraging Salesforce capabilities

Requirements

• 3+ years of experience as a Business Analyst supporting Salesforce projects

• Strong experience with Salesforce Service Cloud implementations, enhancements, or support initiatives

• Good understanding of customer service and contact center processes

• Experience gathering and documenting business requirements, functional specifications, process flows, and user stories

• Familiarity with Service Cloud features such as:

  • Case Management
  • Service Console
  • Knowledge Management
  • Omni-Channel Routing
  • Entitlements and Milestones
  • Reports and Dashboards

• Experience working in Agile and/or Scrum delivery environments

• Strong stakeholder management, communication, and facilitation skills

• Ability to work effectively with both business and technical teams

Nice to Have

• Salesforce certifications such as Salesforce Administrator or Salesforce Business Analyst

• Experience with Experience Cloud, Service Cloud Voice, Einstein for Service, or Salesforce integrations

• Exposure to CRM transformation or customer service modernization programs

Apply for this job

We are an inclusive organisation and actively promote equality of opportunity for all with the right mix of talent, skills, and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

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  • Negotiable
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