ShiftCode Analytics
Senior Salesforce Service Cloud Business Analyst
ShiftCode Analytics, Natick, Massachusetts, us, 01760
Interview : Video
Visa : USC, GC
This is hybrid from day-1 ( Local candidates preferred )
Description :
We're on the hunt for a
Senior Salesforce Service Cloud Business Analyst
to join our team for a
6-month contract
and play a pivotal role in a high-impact customer support transformation initiative.
This isn't your average BA role, you'll be the bridge between our business vision and Salesforce technical execution, ensuring our
Service Cloud
environment delivers seamless, efficient, and customer-first experiences.
What You'll Do
Partner with business stakeholders to understand current support processes - then make them better, faster, smarter. Translate business needs into clear, actionable user stories, functional specs, and acceptance criteria. Design enhancements for case management, omni-channel routing, knowledge base, entitlements, and service analytics - all aligned with Service Cloud best practices. Support UAT, change management, and post-deployment optimization. Ensure every improvement keeps the user experience front and center. What You Bring
5+ years as a Salesforce Business Analyst or Consultant (with 3+ years hands-on Service Cloud experience). Salesforce certifications (Service Cloud Consultant, BA, or Admin) strongly preferred. Expertise in Jira, Confluence, Agile, and integrations with tools like SAP, Vonage, or AI platforms. A knack for bridging business needs and technical solutions with clarity and precision.
Visa : USC, GC
This is hybrid from day-1 ( Local candidates preferred )
Description :
We're on the hunt for a
Senior Salesforce Service Cloud Business Analyst
to join our team for a
6-month contract
and play a pivotal role in a high-impact customer support transformation initiative.
This isn't your average BA role, you'll be the bridge between our business vision and Salesforce technical execution, ensuring our
Service Cloud
environment delivers seamless, efficient, and customer-first experiences.
What You'll Do
Partner with business stakeholders to understand current support processes - then make them better, faster, smarter. Translate business needs into clear, actionable user stories, functional specs, and acceptance criteria. Design enhancements for case management, omni-channel routing, knowledge base, entitlements, and service analytics - all aligned with Service Cloud best practices. Support UAT, change management, and post-deployment optimization. Ensure every improvement keeps the user experience front and center. What You Bring
5+ years as a Salesforce Business Analyst or Consultant (with 3+ years hands-on Service Cloud experience). Salesforce certifications (Service Cloud Consultant, BA, or Admin) strongly preferred. Expertise in Jira, Confluence, Agile, and integrations with tools like SAP, Vonage, or AI platforms. A knack for bridging business needs and technical solutions with clarity and precision.