- Company Name
- E-Solutions
- Job Title
- Fulltime only - Salesforce Business Analyst
- Job Description
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Job title: Salesforce Business Analyst – Service Cloud & Data Migration
Role Summary:
Responsible for gathering and translating business requirements into functional specifications for Service Cloud, configuring and maintaining Service Cloud components, and leading data migration projects from legacy systems into Salesforce. Acts as a liaison between business stakeholders and technical teams, ensuring seamless data integration, accurate test delivery, and effective user adoption.
Expectations:
- Deliver high‑quality business analysis and stakeholder engagement for customer service operations.
- Design, configure, and optimize Service Cloud features (case management, knowledge base, omni‑channel routing, entitlements, SLAs).
- Lead end‑to‑end data migration, including data mapping, cleansing, validation, and integration with external systems.
- Create test cases, support UAT, and facilitate deployment of solutions.
- Provide training, documentation, and ongoing support for end‑users and support teams.
Key Responsibilities:
1. Conduct workshops, interviews, and process mapping to identify improvement opportunities in customer service workflows.
2. Translate business needs into functional specifications for Service Cloud configurations.
3. Configure and maintain Service Cloud features: case management, knowledge base, omni‑channel routing, assignment rules, macros, entitlement, milestones, SLA tracking.
4. Lead or support data migration projects: data mapping, cleansing, validation, and integration using APIs or middleware.
5. Develop test cases, perform functional testing, support UAT, and assist with deployment.
6. Provide training, create documentation, and act as a liaison for ongoing support and enhancements.
Required Skills:
- 3+ years experience as a Salesforce Business Analyst with a focus on Service Cloud.
- Proven data migration experience involving Salesforce.
- Strong understanding of customer service processes and CRM best practices.
- Proficient with Data Loader, Workbench, or ETL tools.
- Excellent communication, documentation, and stakeholder management skills.
Required Education & Certifications:
- Bachelor’s degree in Business, Information Systems, or related field (preferred).
- Salesforce certifications: Salesforce Administrator, Service Cloud Consultant, or Salesforce Business Analyst (preferred).
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