Salesforce Business Analyst

Salesforce Business AnalystWe are seeking an experienced Salesforce Business Analyst to translate business requirements into scalable and efficient solutions across the Salesforce ecosystem. The ideal candidate will have hands-on experience with Salesforce Service Cloud, Agentforce, and Data Cloud, and work closely with business stakeholders, architects, and technical teams to drive operational efficiency and enhance the customer experience.Key responsibilities include:Conduct workshops, stakeholder interviews, and journey mapping to define business needs and user stories.Perform process mapping (as-is/to-be), identify gaps, dependencies, and optimization opportunities.Translate business goals into epics, user stories, and acceptance criteria, maintaining traceability across requirements and testing.Configure Salesforce environments including objects, workflows, validation rules, page layouts, and user profiles.Ensure alignment with Salesforce architectural best practices, scalability, and compliance.Support Salesforce governance, release planning, and sprint coordination.Analyze and refine customer service processes, case management workflows, knowledge management, and omni-channel routing.Ensure Service Cloud capabilities fully support operational efficiency and customer experience transformation.Track KPIs such as CSAT, AHT, and routing accuracy.Support functional analysis and process definition for Agentforce implementations, including agent workflows, conversation journeys, and escalation paths.Partner with Agentforce developers to validate requirements for case handling, routing, and AI-powered agent assist capabilities.Map Salesforce objects and data models to business use cases and external data sources.Participate in integration and data flow discussions across Data Cloud, Snowflake, and other platforms.Assist with segmentation, identity resolution, and data activation use cases.Prepare UAT test plans, test cases, and scripts; coordinate UAT and ensure smooth sign-off.Assist development teams during unit and system testing to validate solutions against requirements.Required skills and experience include:6+ years as a Salesforce Business Analyst or similar role.Strong understanding of Salesforce data models, workflows, and declarative tools.Hands-on experience with Service Cloud (case management, omni-channel, knowledge).Experience supporting or working with Agentforce (agent workflows, guided experiences, AI-powered agent assist).Working knowledge of Salesforce Data Cloud, including data modeling, identity resolution, and activation.Strong documentation skills: epics, user stories, acceptance criteria, process maps, data mapping, KPIs.Experience coordinating UAT, test readiness, and cross-functional alignment.Excellent communication skills for interacting with business and technical stakeholders.Preferred qualifications include:Salesforce Administrator or Business Analyst certification.Exposure to financial services or insurance domain.Familiarity with Salesforce integrations (APIs, Mulesoft, Informatica).Experience with AI-powered Salesforce capabilities (Einstein, Agent Assist).Experience in Agile environments using tools like Jira or Azure DevOps.