Business Analyst

About the Role:

This position performs moderately difficult research, design, and software development assignments within the Salesforce ecosystem, with a focus on Service Cloud, Experience Cloud, and AI-powered solutions (Agent force, Einstein, and related generative/predictive AI tooling). The position should have the ability to work on individual pieces of work and solve problems including the design of program flow for Apex, Lightning Web Components (LWC), and integration logic, effective coding, and unit testing (Apex test classes, Jest for LWC).

Responsibilities:

• Partner with business and product teams to document current business processes and challenges across Service Cloud and Experience Cloud, recommend process improvement, and design future-state processes
• Identify opportunities to apply AI and automation (e.g., Agent force, Einstein, Copilot-style tools, chatbots, and generative AI) to improve case resolution, self-service, and customer/employee experience
• Gather business requirements, high-level user stories, and acceptance criteria for Service Cloud and Experience Cloud enhancements, including AI-enabled features
• Maintain stakeholder expectations and raise appropriate issues to project managers as necessary
• Develop "trusted advisor" relationships with senior stakeholders through effective communication, including guiding them on the art of the possible with AI-enabled service solutions
• Work with technology teams to produce detailed user stories and acceptance criteria to support development and QA teams building on Service Cloud, Experience Cloud, and related AI platforms
• Perform analysis on existing systems and support processes; identify options for potential solutions (including AI/automation options) and assess both technical and business suitability
• Support responsible AI adoption by helping evaluate data quality, process readiness, and change impact before AI features are introduced into service or self-service workflows.