Salesforce Business Analyst - with Field Service Cloud or ServiceMax

Salesforce Business Analyst with Field Service Cloud or ServiceMax exp

Remote US / Canada

FTE/Contract

Role Overview

We are seeking an experienced Salesforce Service Cloud BSA (8 12 years) to lead requirements discovery, documentation, and functional solutioning across our customer service and support ecosystem. This role is responsible for bridging business stakeholders, product owners, architects, and technical teams to deliver scalable, high-quality Service Cloud solutions. The ideal candidate has strong hands-on experience with Service Cloud capabilities-including case management, omni-channel routing, service processes, automations, and connected workflows-and can translate complex business needs into clear functional and technical requirements.

Key Responsibilities

1. Discovery & Requirements Gathering

Lead workshops with Service Operations, Support, Product, and Technology teams.

Conduct deep-dive analysis into existing case flows, automations, service processes, and agent experiences.

Uncover gaps, redundancies, and optimization opportunities within the service ecosystem.

Document clear business processes, use cases, and acceptance criteria.

2. Functional Solution Design (Service Cloud)

Translate business requirements into functional Salesforce specifications.

Partner with Architects and Developers on:

o Case lifecycle and routing

o Omni-Channel setup & optimization

o Workflows, Flows, and process automation

o Service Console configurations

o Knowledge base and entitlement management

Support future-state design and ensure alignment with platform best practices.

3. Cross-Functional Collaboration

Serve as the primary liaison between business stakeholders and the Salesforce technical team.

Ensure business needs, constraints, and dependencies are clearly communicated.

Work closely with QA teams on test case preparation, UAT planning, and validation.

4. Documentation & Process Mapping

Create comprehensive documentation including:

o "As-is" and "to-be" process flows

o Functional specification documents

o User stories & acceptance criteria

o Configuration inventories

o Data flow and object interaction diagrams

Maintain a library of artifacts for long-term platform governance.

5. Operational Support & Continuous Improvement

Support triage of Service Cloud issues and enhancement requests.

Analyze root causes, recommend fixes, and validate solutions.

Identify opportunities to streamline case management, agent workflows, and automation logic.

Partner with product leadership to refine roadmap priorities.

6. Governance & Best Practices

Ensure solutions adhere to Salesforce best practices and enterprise standards.

Participate in release planning, sprint ceremonies, and change control processes.

Validate that enhancements maintain data integrity, security, and scalability.

Required Qualifications

8 12 years of total Salesforce experience, with significant exposure to Service Cloud.

Proven experience with:

o Case management lifecycle

o Omni-Channel routing and configurations

o Service Console design

o Flows, workflow rules, validation rules

o Queue management and assignment automation

o Knowledge, entitlements, SLAs

Solid understanding of Salesforce data model, security, and object relationships.

Strong ability to analyze Apex logic, LWC behavior, and integrations at a conceptual level (no coding required).

Experience writing user stories, functional specs, and testable requirements.

Preferred Qualifications

Salesforce certifications:

o Service Cloud Consultant (strong preference)

o Business Analyst Certification

o Administrator / Advanced Administrator

Experience with:

o CTI integrations

o Field Service or ServiceMax (optional)

o Tableau CRM/Einstein Reporting

o Integration patterns (REST/SOAP)

Background in customer service, support operations, or related domains.

Soft Skills

Excellent communication and facilitation skills.

Strong analytical and problem solving mindset.

Ability to simplify complex workflows into clear, consumable documentation.

Highly organized and detail-oriented.

Comfortable partnering with cross-functional teams in a fast-moving environment.