Business Analyst, Sales Force Digital Customer Solutions

Source One is a consulting services company and we’re currently looking for the following individual to work as a consultant with our direct client, a global pharmaceutical manufacturing client in Somerville, NJ

No Third-Party, No Corp to Corp, No Sponsorship Now, Future or Current Temporary Authorization

Title:
Business Analyst, Sales Force Digital Customer Solutions

Location:
Somerville, NJ

Hybrid: 3 days onsite (Mon-Fri, 40 hours)

Contract Duration: 6 months, with likely extension

Pay Rate: $88.23 per hour (w2)

Position Overview

The NA Deliver Business Analyst supports North American customer service operations by connecting business processes with the technology platforms that enable them. As part of the Digital Customer Solutions team, this role focuses on Salesforce Service Cloud, case management, reporting, and integrations with SAP and other enterprise systems supporting customer service, order management, and supply chain operations.

The analyst partners with business stakeholders and technology teams to analyze requirements, improve processes, support system enhancements, and ensure successful testing and implementation. The ideal candidate has hands-on Salesforce Service Cloud experience, including dashboard development and an understanding of how customer service workflows connect with ERP systems.

Key Responsibilities

• Support daily Salesforce Service Cloud case management, including case intake, assignment, routing, escalation, and resolution. Monitor queues and Email-to-Case processing to ensure customer inquiries are directed appropriately.
• Develop and maintain Salesforce reports and dashboards to track case volume, queue performance, service levels, and operational metrics. Support reporting initiatives across customer service and Order-to-Cash (OTC) processes.
• Analyze business processes and Salesforce integrations with SAP and other connected applications to identify issues, assess system impacts, and support end-to-end process improvements.
• Partner with business stakeholders, technology teams, and external support partners to gather requirements, document user stories, define acceptance criteria, and manage system enhancement requests through implementation.
• Support system deployments, production issue resolution, and enhancements by evaluating upstream and downstream impacts across integrated platforms.
• Develop and execute user acceptance testing (UAT) and regression testing for system changes, following applicable validated systems procedures.
• Contribute to digital transformation and system implementation initiatives by evaluating business needs, recommending scalable solutions, and aligning enhancements with enterprise standards.
• Support user adoption through release communications, downtime notifications, training materials, job aids, and end-user training.
• Collaborate across customer service, order management, supply chain, and ERP functions to strengthen process alignment, reporting, and operational efficiency.

Required Qualifications

• Bachelor’s degree required.
• Minimum of five years of experience in business analysis, systems analysis, or Salesforce support.
• Hands-on experience with Salesforce Service Cloud, including case management, queue configuration or management, and Email-to-Case functionality.
• Experience developing Salesforce reports and dashboards, with the ability to analyze operational data and translate findings into meaningful business insights.
• Experience documenting business requirements, user stories, acceptance criteria, and test scripts.
• Working knowledge of ERP or CRM systems, including an understanding of how Salesforce workflows and data interact with SAP or other enterprise platforms.
• Advanced Microsoft Excel skills and strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills, with the ability to collaborate across business and technology teams and quickly learn new processes.

Preferred Qualifications

• Experience with Salesforce integrations and connected customer service applications.
• Experience supporting digital transformation, process improvement, or enterprise system implementation initiatives.
• Experience with validated systems and GxP requirements in a regulated environment.
• Familiarity with Jira, Service Now, software development lifecycle (SDLC), Agile methodologies, or Process Excellence practices.
• Experience with Power BI or comparable reporting and analytics tools.
• Knowledge of JOM franchise business and supply chain processes.

Work…