Offer summary

Qualifications:

At least 3 years of experience with Salesforce Service Cloud, including case management and omni-channel functionalities., Relevant Salesforce certifications are required., Strong skills in gathering, analyzing, and documenting complex business requirements., Excellent communication and facilitation skills for working with global teams..

Key responsibilities:

Conduct discovery sessions with stakeholders to understand processes and requirements.

Create detailed user stories with clear acceptance criteria for development teams.

Translate business needs into functional specifications for Salesforce Service Cloud configurations.

Collaborate with QA and support organizational change initiatives.

Job description

Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.

Learn more at betsol.com

Job Description

We are seeking an experienced Salesforce Service Cloud Business Analyst to join our team. This role will serve as a critical bridge between business stakeholders and technical teams, driving the analysis, design, and implementation of Service Cloud solutions to enhance our customer service operations.

Key Responsibilities

Conduct comprehensive discovery sessions with business and IT stakeholders to understand current processes, pain points, and future state requirements
Create detailed, actionable user stories with clear acceptance criteria that effectively guide development teams through implementation
Facilitate workshops, interviews, and collaborative sessions with global stakeholders across multiple time zones
Translate business requirements into functional specifications for Salesforce Service Cloud configurations and customizations
Document current and future state business processes, workflows, and system integrations
Collaborate with QA teams to ensure solutions meet business requirements and user expectations
Support organizational change initiatives by identifying training needs and user adoption strategies

Qualifications

3+ years of hands-on experience with Salesforce Service Cloud, including case management, knowledge base, omni-channel, and service console functionalities
Proven ability to gather, analyze, and document complex business requirements using industry-standard techniques
Relevant Salesforce Certifications
Strong experience creating well-structured user stories following Agile methodologies
Excellent communication and facilitation skills with demonstrated ability to work effectively with diverse, global teams
Flexibility to participate in meetings across multiple time zones

Required profile