Sr Business Systems Analyst (Salesforce Service Cloud/ Experience Cloud)

About the role

The ideal candidate will combine strong Salesforce platform knowledge with a deep understanding of Customer Support and digital customer experience processes. This role will serve as the bridge between business stakeholders, customers, engineering, architecture, and other product teams to translate business needs into scalable product capabilities and measurable business outcomes.

What you'll do

• Discovery & Solution Definition: Lead discovery sessions, workshops, process reviews
• Salesforce Solution Leadership: Partner with Salesforce architects and engineering teams to define solutions that leverage Salesforce capabilities and best practices
• Cross-Functional Collaboration: Work closely with Salesforce developers, technical leads, architects, integration teams, UX, QA, Data/Analytics
• Product Adoption & Continuous Improvement: Monitor product adoption, customer feedback, operational metrics, support trends
• Platform Governance & Scalability: Ensure solutions align with Salesforce platform standards, architectural principles, security requirements, integration patterns

What you need

• 5–9 yrs of experience
• Salesforce
• Agile
• Product strategy
• User flows
• Any graduate

Good to have

• ServiceNow
• JIRA
• Azure