Salesforce Business Analyst with Service Cloud

2 weeks ago

Richmond Hill, Ontario, Canada Damcosoft Full time $80,000 - $120,000 per year

Salesforce Business Analyst – Service Cloud & Data Migration

Remote Canada

FTE / CTH

Position Overview:

We are seeking a skilled and analytical Salesforce Business Analyst with hands-on experience in Service Cloud administration and data migration to Salesforce. This role will be responsible for gathering business requirements, optimizing customer service processes, and supporting seamless data transitions into Salesforce environments.

Key Responsibilities:

Business Analysis & Stakeholder Engagement:


• Collaborate with business teams to gather and document requirements related to customer service operations.


• Translate business needs into functional specifications for Service Cloud features and workflows.


• Conduct workshops, interviews, and process mapping sessions to identify improvement opportunities.

Service Cloud Administration:


• Configure and maintain Service Cloud features such as case management, knowledge base, omni-channel routing, and service console.


• Support automation using Flows, Assignment Rules, and Macros to enhance agent productivity.


• Ensure proper setup of entitlements, milestones, and SLA tracking.

Data Migration & Integration:


• Lead or support data migration projects from legacy systems to Salesforce, including data mapping, cleansing, and validation.


• Work with technical teams to define and test data migration strategies and ensure data integrity.


• Assist in integrating external systems with Salesforce using APIs or middleware tools.

Testing & Deployment:


• Develop test cases and perform functional testing to validate Service Cloud configurations and data accuracy.


• Support UAT and deployment activities, ensuring solutions meet business expectations.

Training & Support:


• Provide training and documentation for end-users and support teams.


• Act as a liaison between business users and technical teams for ongoing support and enhancements.

Required Qualifications:


• 3+ years of experience as a Salesforce Business Analyst, with a focus on Service Cloud.


• Proven experience in data migration projects involving Salesforce.


• Strong understanding of customer service processes and CRM best practices.


• Proficiency in tools like Data Loader, Workbench, or third-party ETL tools.


• Excellent communication, documentation, and stakeholder management skills.

Preferred Skills:


• Salesforce certifications such as Salesforce Administrator, Service Cloud Consultant, or Business Analyst.


• Experience with Omni-Channel, Live Agent, and Knowledge Management.


• Familiarity with Agile methodologies and tools like Jira or Azure DevOps.

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