Senior Salesforce Service Cloud Business Analyst

Job Description

Job Description

Pay Range: $70.58hr - $75.58hr

Job Overview:

The successful candidate will possess Salesforce Service Cloud expertise, strong problem-solving skills, and a data-driven mindset. This role requires a self-starter with a proactive, accountable, and results-driven attitude, alongside hands-on Salesforce configuration and business analysis experience.

The organization is seeking an experienced Business Analyst with strong Salesforce Service Cloud expertise to partner with business stakeholders and technology teams in delivering scalable customer service solutions. The ideal candidate will be highly analytical, data-driven, and experienced in gathering requirements, documenting business processes, and supporting Salesforce enhancements within an Agile environment.

Key Responsibilities:

• Gather, analyze, and document business requirements, identifying gaps, dependencies, and impacts to existing processes and solutions.
• Partner with business stakeholders and technology teams to translate business needs into clear requirements, user stories, and acceptance criteria.
• Support Salesforce Service Cloud enhancements, including case management, workflows, reporting, and process improvements.
• Analyze existing Salesforce processes and configurations to identify opportunities for optimization, automation, and improved user experience.
• Work closely 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.
• Collaborate with cross-functional teams to ensure effective communication, successful project delivery, and continuity of ongoing initiatives.
• Leverage AI tools to improve business analysis productivity, documentation quality, requirements analysis, and backlog management.

Required Qualifications:

• 8+ years of Business Analyst experience supporting business systems and technology initiatives.
• Proven experience gathering and documenting requirements and translating them into user stories and acceptance criteria.
• Hands-on experience with Salesforce Service Cloud or a similar CRM/service management platform.
• Experience working within Agile environments utilizing Jira.
• Experience partnering with Development and QA teams throughout the software delivery lifecycle.
• Strong analytical, problem-solving, communication, and organizational skills.
• Ability to quickly learn new business processes and systems while working independently in a fast-paced environment.
• Bachelor's degree in Business, Information Systems, Computer Science, or a related field preferred.

Candidate Profile:

• Strong understanding of Salesforce Case Management, Service Cloud features, workflows, reporting, and automation.
• Excellent stakeholder management and communication skills.
• Detail-oriented with the ability to manage multiple priorities.
• Results-driven with a proactive approach to problem solving.
• Comfortable working independently while collaborating across cross-functional teams.

Benefits:

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer : Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.