Salesforce Business Analyst - Service Cloud

We are seeking a Business Analyst to join our Business Technology team. In this role, you will be responsible for supporting Salesforce Service Cloud and integrating third-party or internal applications. Your core responsibilities include triaging and resolving production issues, managing user queries (including via Slack channels), writing and executing test cases, and ensuring system reliability.

You will work closely with cross-functional teams, including business users, SAAS engineering, QA automation, and Product Managers, to ensure quick and effective resolution of issues, while maintaining a high level of service quality and user satisfaction.

Key Responsibilities:

• Develop a deep understanding of the business processes, tools, and systems supported, particularly in Service Cloud within the Salesforce ecosystem.
• Act as the primary point of contact for production issues
• Monitor and triage Slack channels and the JIRA backlog to ensure timely resolution of queries and issues
• Work closely with stakeholders, other BAs, and Product Managers to investigate, replicate, and resolve production issues
• Collaborate with cross-functional teams to gather relevant information, replicate, and resolve production issues
• Write, maintain, and execute test cases for validating production fixes and enhancements
• Track recurring issues and identify root causes; suggest and drive long-term solutions and process improvements
• Maintain a log of issues, fixes, and known issues on Confluence
• Prioritise and manage a backlog of support tickets and bug fixes based on business impact and urgency
• May contribute to enhancements as needed
• Assist in UAT coordination and sign-off for production fixes and minor enhancements
• Willing to work on 2nd Shift

Qualifications:

• 5+ years of experience in a Business Systems Analyst role
• Familiarity with Service Cloud in Salesforce CRM and case management processes
• Solid understanding of Salesforce data model (objects, fields, relationships)
• Ability to run reports and dashboards in Salesforce and write basic SOQL queries to support troubleshooting and analysis
• Strong analytical and troubleshooting skills, with the ability to dig into logs, replicate bugs, and articulate root causes
• Experience in handling support streams, including issue prioritisation, escalation, and communication with business users
• Proficient in writing test cases and executing test plans for defect validation and small-scale enhancements
• Experience with JIRA, Confluence, or similar tools for managing support tickets and documenting issues
• Understanding of case lifecycle, system data models, and business processes
• Strong verbal and written communication skills; ability to clearly communicate technical issues to non-technical stakeholders
• Self-starter who can work independently but thrives in a team-oriented, collaborative environment
• Close attention to detail and commitment to delivering high-quality support

What Success Looks Like:

• Production issues are resolved efficiently with minimal downtime
• Slack channels and ticket backlog are actively monitored and responded to with urgency and empathy
• Test cases are well-written, comprehensive, and ensure high confidence before deploying fixes.
• Documentation of issues, root causes, and resolutions is up-to-date and easily accessible.
• Stakeholders feel supported and trust the support process.