Senior Salesforce Business Analyst

2 days ago

New Delhi, India Cloud Epitome Full time

Role SummaryAs a Business Analyst on our Service Cloud Support Team, you'll be the first point of contactfor all Service Cloud support requests. You'll play a critical role in ensuring our support queue iswell-managed and that our team is focused on solving the most impactful problems. Your mainresponsibilities will include reviewing and triaging all incoming requests, understanding the rootcause of the issue or the business problem the requester is trying to solve, and working with ourtechnical partners to design and prioritize effective solutions. This is a highly collaborative rolethat requires strong communication skills and a strategic mindset.Key ResponsibilitiesTriage and Prioritize: Review, analyze, and prioritize all incoming Service Cloudsupport requests, ensuring that critical issues are addressed promptly.Business Analysis: Engage with our US-based Operations team to deeply understandtheir needs, pain points, and the business problems they are trying to solve. You'lltranslate these high-level requests into clear, actionable requirements for our technicalteam.Solution Design: Partner with technical Salesforce experts to brainstorm and outlinepotential solutions that align with business goals and technical best practices.Communication: Act as the primary liaison between business stakeholders and thetechnical team. You'll provide regular updates to stakeholders on the status of theirrequests and clearly communicate technical solutions in an easy-to-understand manner.Documentation: Maintain comprehensive documentation of all support requests,requirements, and solution designs.Required Skills and QualificationsExperience: 6+ experience in a business analysis or similar role, preferably in atechnical or SaaS environment. 3+ years working specifically with the Service Cloudplatform.Platform Knowledge: Strong understanding of Salesforce, specifically the ServiceCloud platform.Communication: Exceptional verbal and written communication skills in English are amust. You will be communicating daily with our US-based Operations team.Problem-Solving: Excellent analytical and problem-solving skills with the ability toidentify the root cause of issues and propose logical solutions.Collaboration: A natural collaborator who is comfortable working with both technicaland non-technical teams.Organizational Skills: Highly organized with the ability to manage multiple priorities anddeadlines in a fast-paced environment.

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