Salesforce Techno- Functional Analyst

Full Job Description We are seeking a skilled and proactive Salesforce Service Cloud Business Analyst to join our dynamic team. This role is pivotal in bridging the gap between business needs and technical solutions within the Salesforce Service Cloud ecosystem. The ideal candidate will have deep expertise in Salesforce Service Cloud, strong analytical skills, and a passion for optimizing customer service operations through technology.

• Collaborate with stakeholders to gather, analyze, and document business requirements related to customer service processes.
• Translate business needs into functional specifications and user stories for Salesforce Service Cloud enhancements.
• Work closely with Salesforce developers, administrators, and QA teams to ensure successful implementation of solutions.
• Conduct gap analysis and recommend process improvements using SFSC capabilities.
• Configure and customize SFSC features such as Case Management, Omni-Channel, Knowledge Base, and Service Console.
• Develop and execute test plans to validate system functionality and performance.
• Provide training and support to end-users and create documentation for new features and processes.
• Monitor system performance and user adoption, and propose enhancements based on feedback and analytics.
• Stay current with Salesforce releases and industry trends to identify opportunities for innovation.

• Bachelor’s degree in Business, Information Systems, or related field.
• 3+ years of experience as a Business Analyst with a focus on Salesforce Service Cloud.
• Strong understanding of SFSC features including Case Lifecycle, Entitlements, SLAs, and Omni-Channel routing.
• Experience with Agile/Scrum methodologies and tools like Jira or Azure Dev Ops.
• Excellent communication, presentation, and stakeholder management skills.
• Salesforce certifications (e.g., Salesforce Certified Service Cloud Consultant, Salesforce Administrator) are highly preferred.
• Experience with integration tools (e.g., Mule Soft, Zapier) and third-party service platforms.
• Familiarity with reporting tools like Tableau, Power BI, or Salesforce Reports & Dashboards.
• Knowledge of ITIL or customer service best practices.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

ROBOTIC PROCESS AUTOMATION LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. ROBOTIC PROCESS AUTOMATION LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters.

Nor will ROBOTIC PROCESS AUTOMATION LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract