Senior Salesforce Service Cloud Analyst

Salary: $146,806.4 - 157,206.4 per year Requirements:

• 8+ years of Business Analyst experience supporting business systems and technology initiatives.
• Proven ability to gather and document requirements and translate them into user stories and acceptance criteria.
• Hands-on experience with Salesforce Service Cloud or a similar CRM or service management platform.
• Experience working in Agile environments using Jira.
• Experience partnering with Development and QA teams throughout the software delivery lifecycle.
• Strong analytical, problem-solving, communication, organizational, and stakeholder management skills.
• Ability to learn new business processes and systems quickly, work independently in a fast-paced environment, and manage multiple priorities.
• Understanding of Salesforce Case Management, Service Cloud features, workflows, reporting, and automation.
• Proactive, results-driven, and detail-oriented approach to problem solving.
• Bachelors degree in Business, Information Systems, Computer Science, or a related field preferred.

• Gather, analyze, and document business requirements, identifying gaps, dependencies, and impacts on existing processes and solutions.
• Partner with business stakeholders and technology teams to turn business needs into clear requirements, user stories, and acceptance criteria.
• Support Salesforce Service Cloud enhancements, including case management, workflows, reporting, and process improvements.
• Review Salesforce processes and configurations to identify opportunities for optimization, automation, and improved user experience.
• Work with Salesforce Development and QA teams to clarify requirements, define test scenarios, validate solutions, and support timely releases.
• Follow Agile methodologies and Jira processes, including backlog management, story refinement, sprint planning, and release tracking.
• Provide functional support for Salesforce applications and business processes by analyzing and resolving business questions and issues.
• Coordinate with cross-functional teams to support communication, project delivery, and continuity of ongoing initiatives.
• Use AI tools to improve business analysis productivity, documentation quality, requirements analysis, and backlog management.

• AI
• Cloud
• CRM
• Support
• JIRA
• Salesforce
• DevOps
• Security

More:

We are seeking an experienced Business Analyst to help us deliver scalable customer service solutions by partnering with business stakeholders and technology teams. The role calls for a proactive, accountable, and results-focused self-starter with a data-driven mindset and hands-on Salesforce configuration and business analysis experience. The pay range is $70.58–$75.58 per hour. We offer medical, dental, and vision insurance; a 401(k) retirement plan; a health savings account; short- and long-term disability insurance; life and AD&D insurance; paid sick leave where required by law; supplemental insurance plans; identity theft protection; pet insurance; employee wellness programs; an employee assistance program; and career growth and professional development opportunities. Benefit eligibility, accrual, and use may vary based on employment status, length of service, and work location, and paid sick leave follows applicable state and municipal requirements. We reserve the right to modify, amend, or terminate benefit plans in accordance with applicable laws. Founded in 2010 and headquartered in the Washington, DC metro area, we are a technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We provide staffing solutions in IT, engineering, life sciences, clinical, and professional fields, supported by a recruiting operation across North America and Asia. As a nationally and locally certified Minority Business Enterprise, we aim to help organizations build high-performing teams and professionals develop rewarding careers. Our certifications include ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II.

last updated 40 week of 2026