Salesforce Business Analyst

Job Summary

We are looking for an experienced Salesforce Business Analyst with strong techno-functional knowledge of Salesforce Service Cloud, business analysis, Agile/Scrum, Jira, and production support. The candidate will work closely with business stakeholders and technical teams to gather requirements, manage sprints, support Salesforce enhancements, and resolve production issues.

Key Responsibilities

• Gather and document business requirements, functional specifications, user stories, and acceptance criteria.
• Manage bi-weekly Agile sprints, backlog grooming, prioritization, and delivery tracking using Jira.
• Configure and support Salesforce Service Cloud features, including Flows, Email-to-Case, Case assignment rules, queues, validation rules, email templates, and page layouts.
• Handle production support tickets, troubleshoot issues, perform root cause analysis, and coordinate resolutions with technical teams.
• Coordinate with stakeholders, developers, and QA teams for requirement discussions, UAT, defect resolution, and release validation.
• Maintain functional documentation and communicate project status, risks, and delivery updates.

Required Qualifications

• 5+ years of Business Analysis experience, including at least 3 years in Salesforce.
• Hands-on experience with Salesforce Service Cloud administration and Case Management.
• Strong knowledge of Salesforce configuration, automation, and support processes.
• Experience with Agile/Scrum, sprint management, and Jira.
• Experience in requirement gathering, user story creation, UAT, production support, and issue resolution.
• Excellent communication, stakeholder management, analytical, and problem-solving skills.
• Ability to bridge business requirements and technical implementation effectively.