Skills

Communication Jira Salesforce DevOps Azure DevOps Test Stakeholder Management Agile methodologies Customer Service CRM Training Azure Agile

Job Specifications

Salesforce Business Analyst – Service Cloud & Data Migration

Remote, West Coast San Diago Preferred)

We are seeking a skilled and analytical Salesforce Business Analyst with hands-on experience in Service Cloud administration and data migration to Salesforce. This role will be responsible for gathering business requirements, optimizing customer service processes, and supporting seamless data transitions into Salesforce environments.

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Key Responsibilities:

Business Analysis & Stakeholder Engagement:

• Collaborate with business teams to gather and document requirements related to customer service operations.

• Translate business needs into functional specifications for Service Cloud features and workflows.

• Conduct workshops, interviews, and process mapping sessions to identify improvement opportunities.

Service Cloud Administration:

• Configure and maintain Service Cloud features such as case management, knowledge base, omni-channel routing, and service console.

• Support automation using Flows, Assignment Rules, and Macros to enhance agent productivity.

• Ensure proper setup of entitlements, milestones, and SLA tracking.

Data Migration & Integration:

• Lead or support data migration projects from legacy systems to Salesforce, including data mapping, cleansing, and validation.

• Work with technical teams to define and test data migration strategies and ensure data integrity.

• Assist in integrating external systems with Salesforce using APIs or middleware tools.

Testing & Deployment:

• Develop test cases and perform functional testing to validate Service Cloud configurations and data accuracy.

• Support UAT and deployment activities, ensuring solutions meet business expectations.

Training & Support:

• Provide training and documentation for end-users and support teams.

• Act as a liaison between business users and technical teams for ongoing support and enhancements.

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Required Qualifications:

• 3+ years of experience as a Salesforce Business Analyst, with a focus on Service Cloud.

• Proven experience in data migration projects involving Salesforce.

• Strong understanding of customer service processes and CRM best practices.

• Proficiency in tools like Data Loader, Workbench, or third-party ETL tools.

• Excellent communication, documentation, and stakeholder management skills.

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Preferred Skills:

• Salesforce certifications such as Salesforce Administrator, Service Cloud Consultant, or Business Analyst.

• Experience with Omni-Channel, Live Agent, and Knowledge Management.

• Familiarity with Agile methodologies and tools like Jira or Azure DevOps.

About the Company

"Empowering Technology Services” Founded in 2003, we are in our 22th year of structured growth. We are a talent-driven talent acquisition company providing individual consultants, project teams, and strategic outsourcing services to clients in various industries. E-Solutions is a certified minority-owned staffing firm spearheaded by industry experts. We offer award-winning solutions for the Global Talent Cloud. Our services include: • Workforce Solutions • Cloud Solutions • Salesforce Practices • Global Payrolling • MSP/V... Know more