Business Analyst - Salesforce Service Cloud

Business Analyst - Salesforce Service CloudThe NA Deliver - Business Analyst connects North America customer service operations with the technology that supports them. As part of the Digital Customer Solutions team, the analyst supports Salesforce case management and the broader set of customer service, order management, and supply chain platforms and integrations serving North American customers. The role helps drive process improvement, business readiness, testing, reporting, and user support across these platforms. This position suits a Salesforce professional seeking exposure to enterprise customer service processes, integrated digital platforms, and large-scale business transformation, working closely with business stakeholders and technology partners.Key Responsibilities:Support daily case management in Salesforce Service Cloud, including case intake, assignment, escalation, and resolution.Monitor queues, case routing, and Email-to-Case processing so customer inquiries reach the right team quickly.Build Salesforce dashboards on case volume, queue throughput, and service levels, and help shape cross-platform customer service and Order-to-Cash (OTC) metrics.Support business processes, enhancements, and issue resolution across Salesforce integrations and connected customer service applications.Partner with technology teams to deploy enhancements and resolve production issues, assessing upstream and downstream impact before changes go live.Collaborate with business, technology, and external support teams to keep processes aligned end to end across systems.Gather requirements, user stories, acceptance criteria, and process maps, and manage enhancement requests from intake through implementation.Evaluate needs across platforms, recommend scalable solutions aligned with enterprise standards, and contribute to transformation and system implementation initiatives.Plan and execute user acceptance and regression testing for system changes in line with validated systems procedures.Champion user adoption, continuous improvement, and operational excellence through release and downtime communications, job aids, and end-user training.Build working knowledge of customer service, order management, OTC, and ERP processes to support adjacent functions when needed.Qualifications:Education Required: Bachelor's degreeExperience and Skills Required:Minimum of five (5) years of experience in business analysis, systems analysis, or Salesforce support. Hands-on experience with Salesforce Service Cloud, including case management, queues, and Email-to-Case. Experience building Salesforce reports and dashboards. Experience documenting business requirements, user stories, and test scripts. Strong analytical skills and advanced Client Excel proficiency. Excellent written and verbal communication, with the ability to learn new processes quickly and support multiple teams.Preferred:Experience with ERP and CRM systems, Salesforce integrations, or connected customer service applications. Experience contributing to digital transformation, process improvement, or system implementation initiatives. Experience testing validated systems in a regulated (GxP) environment. Familiarity with Jira, ServiceNow, the software development lifecycle (SDLC), and Agile or Process Excellence methodologies. Experience with Power BI or comparable reporting tools. Knowledge of JOM franchise business and supply chain processes.