Salesforce Business Analyst - Service Cloud

About the role

Salesforce Business Analyst - Service Cloud1 We are seeking a Business Analyst to join our Business Technology team. In this role, you will be responsible for supporting Salesforce Service Cloud and integrating third-party or internal applications. Your core responsibilities include triaging and resolving production issues, managing user queries (including via Slack channels), writing and executing test cases, and ensuring system reliability.

What you'll do

• 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

What you need

• 5–9 yrs of experience
• Salesforce
• Test cases
• JIRA
• Confluence
• CRM
• Any graduate