Salesforce Service Cloud Business Analyst

Job Summary:

This position is responsible for executing strategic projects to enhance the capabilities of the Salesforce/Service Cloud platform. It works closely with line-of-business and technology colleagues to elicit, capture, and translate business requirements into technical requirements for development teams. It schedules and leads requirement gathering sessions with cross‑functional partners, including external vendors, to optimize system capabilities. The role is highly visible with direct impact on the organization and its customers, requiring experience with commercial banking processes, a continuous improvement mindset, and outstanding written and verbal communication skills.

4910 Tiedeman Road, Brooklyn, Ohio

• Lead discovery and deep dive sessions to understand and document current state, pain points, and areas of opportunity to improve system functionality and/or business process.
• Document current state and future state processes using process‑flow diagrams and other process design tools.
• Provide thought leadership in brainstorming, design, and solution meetings with line‑of‑business end users and technology teams.
• Serve as the voice of end users to ensure system functionality and solutions meet the needs of the business.
• Act as subject‑matter expert on development projects from inception to ensure project/system design and implementation meets the needs of the business.
• Capture and expand upon user stories to translate business requirements into technical requirements and convey the appropriate level of detail to the development team.
• Write acceptance criteria and test scripts to ensure new functionality works as designed throughout the development and release management process.
• Perform analysis and research of system dependencies to reduce system and process issues.
• Manage testing coordination, execution, and sign‑off with various teams and end users, including ability to test on own and assign to others.
• Assist with change management activities and documentation.
• Assist with prioritization of project backlogs and influence the larger system/product backlog with a goal of maximizing business value.
• Partner closely with area and functional product owners to keep them informed on project details and progress.

• Bachelor's Degree or equivalent experience (preferred)

• Undergraduate degree in business or equivalent work experience.
• Experience with or knowledge of commercial banking, commercial deposit origination, payments onboarding, or commercial servicing preferred.
• 2‑3 years of experience in financial services.
• 1‑2 years of experience using Salesforce application.
• Experience with various Salesforce tools preferred (Service Cloud, Marketing Cloud, CRM Analytics, Data 360, Agent Force).
• Project management experience or experience leading teams and/or projects.
• Knowledge of Agile concepts and tools (Jira, Confluence).
• Knowledge of system testing concepts.
• Ability to plan, multi‑task, manage time effectively, and work independently with limited direction.
• Excellent written and verbal communication skills, including strong presentation skills that can explain technical concepts for non‑technical audiences.

• All Key Bank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

• General office work – prolonged sitting, ability to communicate face‑to‑face or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks or computer bags up to 10 lbs.

• Hybrid (2+ days)

This position is eligible to earn a base salary in the range of $71,000.00 – $ annually. Placement within the pay range may differ based on skills, experience, and geographic location. Compensation also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Please  for a list of benefits for which this position is eligible.

Key has implemented an approach to employee work spaces that prioritizes in‑office presence while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Key Corp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status, or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing

Job Posting Expiration Date: 03/29/2026