Salesforce Business Analyst - Service Cloud

Key Responsibilities:

• Develop a deep understanding of the business processes, tools, and systems supported, particularly in Service Cloud within the Salesforce ecosystem.
• Act as the primary point of contact for production issues
• Monitor and triage Slack channels and the JIRA backlog to ensure timely resolution of queries and issues
• Work closely with stakeholders, other BAs, and Product Managers to investigate, replicate, and resolve production issues
• Collaborate with cross-functional teams to gather relevant information, replicate, and resolve production issues
• Write, maintain, and execute test cases for validating production fixes and enhancements
• Track recurring issues and identify root causes; suggest and drive long-term solutions and process improvements
• Maintain a log of issues, fixes, and known issues on Confluence
• Prioritise and manage a backlog of support tickets and bug fixes based on business impact and urgency
• May contribute to enhancements as needed
• Assist in UAT coordination and sign-off for production fixes and minor enhancements
• **Willing to work on 2nd Shift **

Qualifications:

• 5+ years of experience in a Business Systems Analyst role
• Familiarity with Service Cloud in Salesforce CRM and case management processes
• Solid understanding of Salesforce data model (objects, fields, relationships)
• Ability to run reports and dashboards in Salesforce and write basic SOQL queries to support troubleshooting and analysis
• Strong analytical and troubleshooting skills, with the ability to dig into logs, replicate bugs, and articulate root causes
• Experience in handling support streams, including issue prioritisation, escalation, and communication with business users
• Proficient in writing test cases and executing test plans for defect validation and small-scale enhancements
• Experience with JIRA, Confluence, or similar tools for managing support tickets and documenting issues
• Understanding of case lifecycle, system data models, and business processes
• Strong verbal and written communication skills; ability to clearly communicate technical issues to non-technical stakeholders
• Self-starter who can work independently but thrives in a team-oriented, collaborative environment
• Close attention to detail and commitment to delivering high-quality support

What Success Looks Like:

• Production issues are resolved efficiently with minimal downtime
• Slack channels and ticket backlog are actively monitored and responded to with urgency and empathy
• Test cases are well-written, comprehensive, and ensure high confidence before deploying fixes.
• Documentation of issues, root causes, and resolutions is up-to-date and easily accessible.
• Stakeholders feel supported and trust the support process.