Business Analyst – Salesforce Service Cloud And Data Cloud

Job Description

REQUIREMENTS

• Bachelor’s degree in Business, Computer Science, or a related field.
• 5+ years of experience as a Business Analyst, Senior BA, or Functional Consultant in CRM, Service, Data, or Digital platform programs.
• Strong experience with Salesforce Service Cloud (case management, omni-channel, automation, reporting).
• Exposure to Salesforce Data Cloud (or similar CDP / customer data platforms) is highly preferred.
• Salesforce Consultant Certification (preferred).
• Solid understanding of integrations, APIs, data flows, and cross-system dependencies.
• Good understanding of customer data concepts, identity resolution, segmentation, and activation use cases.
• Strong proficiency in requirements documentation, process mapping, backlog management, and UAT execution.
• Good understanding of data governance, data quality, and reporting concepts.
• Hands-on experience with JIRA, Confluence, and tools such as Lucidchart or Miro.
• Experience working in Agile / SAFe environments and with vendor delivery partners.

RESPONSIBILITIES

Business analysis & functional design

• Lead requirements gathering and functional design for initiatives across Salesforce Service Cloud and Salesforce Data Cloud.
• Translate business needs into clear functional requirements, process flows, user stories, data flow mappings, and phased delivery plans.
• Partner with data and solution architects to ensure Service Cloud and Data Cloud designs, data models, and integration patterns meet business objectives and scalability standards.
• Define and validate functional designs for Customer Care enhancements on Service Cloud and Data Cloud use cases including identity resolution, segmentation, calculated insights, and activation scenarios.
• Maintain clear traceability between business needs, design decisions, and delivered functionality.
• Partner with technical teams to validate data models, identity keys, API payloads, events, and integrations across Service Cloud, Data Cloud, and connected systems.
• Create and maintain user stories, acceptance criteria, and functional documentation in JIRA and Confluence.
• Own backlog structure, grooming, prioritization, and sprint readiness in alignment with PI / quarterly planning cycles.
• Drive consistent use of BA standards, templates, and frameworks to improve quality, clarity, and predictability of delivery.
• Contribute to the development of the Tech and Data BA capability, including onboarding materials, playbooks, and knowledge-sharing sessions.

Delivery ownership & cross-functional collaboration

• Own a defined workstream end-to-end for Service Cloud platform roadmap and Data Cloud use case delivery, acting as the primary delivery driver.
• Collaborate closely with Customer Care, CRM, Marketing, Loyalty, Data, Architecture, and Engineering teams to align scope, priorities, and outcomes.
• Coordinate with external vendors and partners to manage dependencies, solution design, and delivery milestones.
• Facilitate design workshops, requirement walkthroughs, sprint reviews, and UAT sessions across brands and markets.
• Actively manage dependencies, risks, and blockers across systems and teams, escalating early and proposing clear options and trade-offs.
• Communicate progress, delivery health, and risks clearly to stakeholders, translating technical complexity into business-relevant insights.
• Ensure delivery plans are realistic, sequenced, and aligned to roadmap commitments and operational constraints.

Data integrity, governance & platform discipline

• Ensure consistent and accurate use of customer, case, and interaction data across Service Cloud, Data Cloud, and connected systems.
• Partner with Architecture and Data teams to address data quality issues, identity resolution challenges, and integration gaps.
• Support definition and tracking of key metrics (e.g., service performance, data quality, segment accuracy, adoption, operational readiness).
• Document process improvements and recommend governance, standardization, and automation opportunities to improve platform reliability and delivery efficiency.
• Support adherence to data governance, consent, and access control principles in Data Cloud and downstream activations.

Testing, validation & deployment support

• Define and execute Functional, SIT, and UAT test scenarios covering Service Cloud processes, Data Cloud pipelines, identity resolution, and activation use cases.
• Own functional defect triage, supporting root cause analysis and prioritization based on business impact.
• Coordinate testing and validation activities with vendors and internal teams across integrated systems.
• Ensure business and operational readiness for go-live through training materials, demos, documentation, and rollout coordination.
• Support post-go-live validation and stabilization to ensure delivered capabilities meet business intent and operational needs.

Continuous improvement & platform maturity

• Stay current on Salesforce Service Cloud and Data Cloud capabilities, releases, and best practices.
• Proactively identify opportunities to simplify service processes, improve data quality and identity resolution outcomes, and reduce technical and process debt.
• Drive improvements in delivery predictability and platform reliability through better planning, governance, and quality controls.
• Contribute to evolving ways of working, delivery standards, and governance models across the Customer Technology portfolio.

Are you interested in this position?

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