Salesforce Service Cloud Business Analyst (Only GC/USC/GC-EAD/TN/E3 Visas)

Key Responsibilities
Requirements Gathering: Lead workshops, interviews, and discovery sessions with stakeholders (agents, managers, IT) to understand customer service challenges and needs.
Solution Design: Translate business needs into detailed functional specifications, user stories, process flows (like call flows), and acceptance criteria for Service Cloud features (Case Management, Omni-Channel, Knowledge, Field Service).
Configuration & Support: Support the configuration and customization of Salesforce Service Cloud, Experience Cloud, and related integrations.
Agile Collaboration: Work closely with developers, QA, and architects in Agile sprints (backlog grooming, demos) to build and test solutions.
Testing & Deployment: Plan and support User Acceptance Testing (UAT), triage defects, and coordinate with teams for successful deployments.
Process Improvement: Drive continuous improvement by recommending best practices and staying updated on new Salesforce features, including AI capabilities.
Documentation: Create comprehensive documentation, reports, and training materials for new features and processes.
Core Skills & Knowledge
Deep understanding of Salesforce Service Cloud functionalities (Case Management, Entitlements, SLAs, Knowledge, Omni-Channel).
Experience with contact center operations and customer service best practices.
Strong analytical, communication (written/verbal), and facilitation skills.
Proficiency with requirements management tools (e.g., Azure DevOps).
Familiarity with system integrations (e.g., CTI, Amazon Connect)