SFDC Service Business Analyst

Job Description

• The SFDC Service Business Analyst will support and enhance Salesforce functionality for Field Service, Service Contracts, Technical Support, and Customer Support teams.
• The role involves requirements gathering, solution design, configuration, testing, user support, and driving cross-functional collaboration to deliver scalable, high-quality solutions.

Pay Range: $84.89hr - $88.89hr

• 5–8 years of experience supporting Field Service and Customer Support business functions.
• 5–8 years of hands‑on experience with Salesforce Field Service Management, Case Management, and/or Call Center.
• 2–3 years of direct hands‑on experience with Service Max Asset
  360.
• Strong business and customer focus.
• Experience working with Salesforce–SAP integrations.
• Experience working with business end users to gather requirements and create functional design specifications.
• Salesforce Admin and App Builder certifications preferred.
• Experience supporting users in a medical device environment is desirable.
• Strong problem‑solving and analytical capabilities.
• Excellent written and verbal communication skills.
• Strong collaboration, negotiation, and influence skills.

• Hands‑on experience configuring Salesforce features including user management, roles, profiles, permission sets, custom objects, page layouts, fields, formulas, validations, workflow rules, email templates, Process Builder, Flows, Lightning Pages, Custom Metadata Types, Custom Settings, and Managed Packages.
• Experience with App Exchange packages.
• Experience in IT applications and technology with strong technical understanding.

• Implement and enhance Salesforce functionality to support service‑related business stakeholders.
• Collaborate with architects and cross‑functional teams to build Salesforce Service solutions.
• Interface daily with analysts, business users, and IT teams to support operations and drive change.
• Perform configuration and system changes as needed.
• Ensure all work includes proper testing and documentation.
• Lead meetings for requirements gathering, project updates, and cross‑functional discussions.
• Review and contribute to design and configuration documentation.
• Conduct unit, integration, and regression testing.
• Optimize and streamline business processes and technical solutions.
• Drive and support change management processes.
• Provide guidance to development teams during solution implementation.
• Lead QA validation and User Acceptance Testing.
• Train users on new or updated system configurations and their impact on business processes.
• Collaborate with onsite and offshore teams to deliver high‑quality solutions.
• Act as a Senior Business Analyst, mentoring team members and conducting peer reviews.

• Strong customer‑oriented mindset.
• Ability to work effectively with teams across regions.

• Salesforce Field Service Management.
• Case Management.
• Call Center operations.
• Service Max Asset
  360.
• Salesforce configuration and administration.
• SAP integration understanding.
• Business process analysis.
• Communication and collaboration.
• Problem‑solving and analytical skills.