Senior Salesforce Business Analyst

3 weeks ago

New Delhi, India Cloud Epitome Full time

Role Summary As a Business Analyst on our Service Cloud Support Team, you'll be the first point of contact for all Service Cloud support requests. You'll play a critical role in ensuring our support queue is well-managed and that our team is focused on solving the most impactful problems. Your main responsibilities will include reviewing and triaging all incoming requests, understanding the root cause of the issue or the business problem the requester is trying to solve, and working with our technical partners to design and prioritize effective solutions. This is a highly collaborative role that requires strong communication skills and a strategic mindset.Key Responsibilities Triage and Prioritize: Review, analyze, and prioritize all incoming Service Cloud support requests, ensuring that critical issues are addressed promptly. Business Analysis: Engage with our US-based Operations team to deeply understand their needs, pain points, and the business problems they are trying to solve. You'll translate these high-level requests into clear, actionable requirements for our technical team. Solution Design: Partner with technical Salesforce experts to brainstorm and outline potential solutions that align with business goals and technical best practices. Communication: Act as the primary liaison between business stakeholders and the technical team. You'll provide regular updates to stakeholders on the status of their requests 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 Qualifications Experience: 6+ experience in a business analysis or similar role, preferably in a technical or SaaS environment. 3+ years working specifically with the Service Cloud platform. Platform Knowledge: Strong understanding of Salesforce, specifically the Service Cloud platform. Communication: Exceptional verbal and written communication skills in English are a must. You will be communicating daily with our US-based Operations team. Problem-Solving: Excellent analytical and problem-solving skills with the ability to identify the root cause of issues and propose logical solutions. Collaboration: A natural collaborator who is comfortable working with both technical and non-technical teams. Organizational Skills: Highly organized with the ability to manage multiple priorities and deadlines in a fast-paced environment.

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