Salesforce Functional Business Analyst / Service Manager

Job Description: Salesforce Functional Business Analyst / Service Manager

Role Overview

We are seeking an experienced Salesforce Functional Business Analyst with 1215 years of experience in Salesforce support operations. The person will lead functional support for Service Cloud, Field Service, and Experience Cloud, resolve and coordinate L2 issues, and work closely with L3 developers on complex technical fixes.

In addition to functional analysis, this role will act as the Service Manager for the program, overseeing service performance, stakeholder communication, operational governance, and continuous improvement.

Key Responsibilities

Salesforce Functional Support

• Own L2 functional support for Salesforce Service Cloud, Field Service, and Experience Cloud.
• Analyze incidents, service requests, and user-reported issues; reproduce problems and identify root causes.
• Troubleshoot configuration, workflow, access, data, and process-related issues.
• Assess business impact, urgency, and priority; manage issues through resolution in line with agreed SLAs.
• Provide functional workarounds and clear updates to users and stakeholders.
• Identify recurring issues and recommend permanent corrective actions and preventive measures.
• Support Salesforce releases, changes, regression testing, and deployment readiness.

L3 Developer Coordination

• Translate functional findings into clear problem statements, business rules, and acceptance criteria for L3 developers.
• Coordinate technical investigation and resolution of code, integration, automation, and platform issues.
• Track L3-owned actions, dependencies, and timelines through to resolution.
• Validate fixes in appropriate environments and confirm that business requirements are met.
• Maintain issue documentation, knowledge articles, known-error records, and support procedures.
• Facilitate effective handoffs between business users, L2 support, developers, and other teams.

Business Analysis and Process Improvement

• Engage business users and operational teams to understand support needs and assess process impacts.
• Document current and future-state processes, requirements, user stories, and functional specifications.
• Evaluate the impact of Salesforce changes on service operations and user experience.
• Identify opportunities to improve case management, field service processes, customer self-service, and support workflows.
• Support backlog refinement, prioritization, sprint planning, and business acceptance.

Service Management

• Act as the day-to-day Service Manager for the Salesforce support program.
• Monitor service performance against SLAs, operational KPIs, and agreed service commitments.
• Lead service reviews, operational meetings, escalations, and stakeholder communications.
• Oversee incident, problem, change, and service request management processes.
• Provide clear reporting on ticket volumes, aging, SLA performance, recurring issues, risks, and improvement actions.
• Manage escalations and coordinate response plans across L2, L3, business, and other support teams.
• Maintain a service improvement backlog and drive actions to improve stability, user experience, and support efficiency.
• Support knowledge management, team readiness, and consistent service delivery practices.

Required Experience and Skills

• 12–15 years of overall experience in Salesforce, business analysis, application support, or service delivery.
• Strong hands-on functional knowledge of:
• Salesforce Service Cloud
• Salesforce Field Service
• Salesforce Experience Cloud
• Significant experience in Salesforce support operations, including L2 functional issue management.
• Demonstrated ability to triage incidents, analyze root causes, and coordinate resolution with L3 developers.
• Experience managing production support in a structured, SLA-driven environment.
• Strong understanding of incident, problem, change, and service request management.
• Experience writing requirements, user stories, functional specifications, test scenarios, and acceptance criteria.
• Working knowledge of Salesforce configuration, including objects, record types, page layouts, flows, permissions, queues, and service processes.
• Experience with Salesforce testing, release management, and deployment coordination.
• Strong stakeholder management, communication, facilitation, and escalation-handling skills.
• Ability to manage multiple priorities while maintaining ownership of issues through closure.

Preferred Qualifications

• Salesforce Administrator or relevant Salesforce cloud certification.
• ITIL Foundation or equivalent service management certification.
• Experience with Salesforce case management, Omni-Channel, knowledge, entitlements, and service processes.
• Experience with Field Service scheduling, work orders, service appointments, and mobile workforce processes.
• Familiarity with support ticketing tools and Agile delivery practices.

Success Measures

• L2 issues are triaged, communicated, and resolved within agreed service levels.
• L3 handoffs include clear functional analysis, impact, and acceptance criteria.
• Stakeholders receive timely and reliable service updates and reporting.
• Recurring issues are reduced through root-cause analysis and preventive improvements.
• Salesforce support processes, knowledge, and operational governance are consistently maintained.