Veradigm
Salesforce Business Analyst (Service Cloud) - Remote
Veradigm, New York, New York, United States
Overview
Salesforce Business Analyst (Service Cloud) - Remote Veradigm is seeking a proactive, solution-oriented Salesforce Business Analyst to join our team. This role focuses on Salesforce Service Cloud capabilities (e.g., Omni-Channel Support, Self-Service Options, and call center integrations) to bridge business needs and technical execution, enabling scalable growth and exceptional customer experiences across the organization. Responsibilities
Act as the primary liaison between business stakeholders and IT teams, translating business needs into clear, actionable technical requirements. Lead discovery sessions to gather and document business processes, especially in areas utilizing Salesforce Service Cloud, including chat, case management, and web form automation. Translate workflows into functional specs, user stories, process diagrams, and solution mockups. Collaborate with developers, architects, and QA teams to deliver scalable Salesforce solutions. Lead and coordinate the testing lifecycle, including writing test cases and managing UAT. Support and train end-users to drive adoption of new tools and functionality, particularly within Customer Support/Call Center environments. Maintain clean documentation (e.g., user stories, training guides, release notes) and provide ongoing support post-deployment. Monitor platform performance and propose continuous improvements aligned with business KPIs. Communicate regularly with stakeholders at all levels, including executive leadership, to align on roadmap and deliverables. Stay up to date on the latest Salesforce features and industry trends, especially around Service Cloud innovations and call center integrations. Qualifications
Salesforce Administrator Certification (active/current). 3+ years of hands-on experience with Salesforce (Sales Cloud and/or Lightning), including: Strong understanding of Service Cloud features such as chat, messaging, portals, knowledge base, case routing, etc. Familiarity with third-party call center integrations (e.g., Vonage, NVM, Five9, or similar). Proven track record in gathering, documenting, and managing complex business and system requirements. Experience working with cross-functional teams (Sales, Marketing, Support, Implementation). Excellent communication skills and the ability to translate business needs into technical language and vice versa. Strong analytical and problem-solving skills. Familiarity with Agile/Scrum methodologies; experience with tools such as JIRA. Proficient with Google Workspace (Docs, Sheets, Slides); experience with Lucidchart, Power BI, or Tableau is a plus. Preferred Qualifications
Salesforce Experience Cloud or CPQ experience. Bachelor's Degree in Business Administration, Computer Science, or related field. Experience in the healthcare industry or other regulated environments. Understanding of data analysis or SQL is a bonus. Experience with wireframes/mockups and UX design tools. Additional Information
Enhancing Lives and Building Careers Veradigm values the tools and flexibility to help associates grow. Veradigm is an equal opportunity employer. We advocate for a diverse and inclusive workforce. Visa sponsorship is not offered for this position. Our policy requires legal authorization to work in the United States or Canada for North American positions. Verification of employment eligibility will be required as a condition of hire. #J-18808-Ljbffr
Salesforce Business Analyst (Service Cloud) - Remote Veradigm is seeking a proactive, solution-oriented Salesforce Business Analyst to join our team. This role focuses on Salesforce Service Cloud capabilities (e.g., Omni-Channel Support, Self-Service Options, and call center integrations) to bridge business needs and technical execution, enabling scalable growth and exceptional customer experiences across the organization. Responsibilities
Act as the primary liaison between business stakeholders and IT teams, translating business needs into clear, actionable technical requirements. Lead discovery sessions to gather and document business processes, especially in areas utilizing Salesforce Service Cloud, including chat, case management, and web form automation. Translate workflows into functional specs, user stories, process diagrams, and solution mockups. Collaborate with developers, architects, and QA teams to deliver scalable Salesforce solutions. Lead and coordinate the testing lifecycle, including writing test cases and managing UAT. Support and train end-users to drive adoption of new tools and functionality, particularly within Customer Support/Call Center environments. Maintain clean documentation (e.g., user stories, training guides, release notes) and provide ongoing support post-deployment. Monitor platform performance and propose continuous improvements aligned with business KPIs. Communicate regularly with stakeholders at all levels, including executive leadership, to align on roadmap and deliverables. Stay up to date on the latest Salesforce features and industry trends, especially around Service Cloud innovations and call center integrations. Qualifications
Salesforce Administrator Certification (active/current). 3+ years of hands-on experience with Salesforce (Sales Cloud and/or Lightning), including: Strong understanding of Service Cloud features such as chat, messaging, portals, knowledge base, case routing, etc. Familiarity with third-party call center integrations (e.g., Vonage, NVM, Five9, or similar). Proven track record in gathering, documenting, and managing complex business and system requirements. Experience working with cross-functional teams (Sales, Marketing, Support, Implementation). Excellent communication skills and the ability to translate business needs into technical language and vice versa. Strong analytical and problem-solving skills. Familiarity with Agile/Scrum methodologies; experience with tools such as JIRA. Proficient with Google Workspace (Docs, Sheets, Slides); experience with Lucidchart, Power BI, or Tableau is a plus. Preferred Qualifications
Salesforce Experience Cloud or CPQ experience. Bachelor's Degree in Business Administration, Computer Science, or related field. Experience in the healthcare industry or other regulated environments. Understanding of data analysis or SQL is a bonus. Experience with wireframes/mockups and UX design tools. Additional Information
Enhancing Lives and Building Careers Veradigm values the tools and flexibility to help associates grow. Veradigm is an equal opportunity employer. We advocate for a diverse and inclusive workforce. Visa sponsorship is not offered for this position. Our policy requires legal authorization to work in the United States or Canada for North American positions. Verification of employment eligibility will be required as a condition of hire. #J-18808-Ljbffr