Business Process Analyst

Description

A large academic institution is seeking a proactive and strategic Business Process Analyst to evaluate, optimize, and support business operations related to its Salesforce Service Cloud platform. This individual will work closely with department heads and stakeholders across multiple departments, providing insight and recommendations to improve student-facing services, advisor workflows, and internal processes.

This role will serve as a key bridge between business operations and technical development, helping to ensure the institution is making the most effective and efficient use of its Salesforce platform.

Key Responsibilities:

+ Evaluate existing workflows, procedures, and systems related to Salesforce Service Cloud

+ Conduct process mapping and gap analysis to identify inefficiencies and recommend improvements

+ Collaborate with department leaders to advise on optimal usage of Salesforce for case management, student support, knowledge management, and agent automation

+ Support the configuration and optimization of Service Cloud agents, case routing, and automation processes

+ Lead discovery sessions and conduct interviews with advisors, student support teams, and administrators to understand current-state operations

+ Research best practices in higher education, particularly in how academic advising and student services are delivered using CRM tools

+ Serve as a liaison between functional departments and the Salesforce technical team to translate business needs into system enhancements

+ Track and document recommendations, create standard operating procedures (SOPs), and assist in training efforts across departments

+ Support the broader implementation of Salesforce Service Cloud across academic and administrative units

Requirements

Qualifications:

Required:

+ 3+ years of experience in business process analysis, operations, or systems implementation

+ Proven experience working with Salesforce, especially Service Cloud

+ Strong understanding of workflow automation, agent optimization, and CRM adoption strategies

+ Excellent communication and facilitation skills, with the ability to advise and influence stakeholders across all levels

+ Experience leading cross-departmental meetings and developing actionable insights

+ Demonstrated ability to work within a complex organizational structure such as higher education

Preferred:

+ Familiarity with higher education business processes, especially student advising, case management, and academic support

+ Experience supporting technology rollouts or CRM optimization across multiple business units

+ Salesforce certifications (e.g., Administrator, Business Analyst, or Service Cloud Consultant)

+

Experience with tools such as Salesforce Knowledge, Omni-Channel, Einstein Search, or Service Console

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