Salesforce Business Analyst

Company DescriptionBETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.Learn more at betsol.comJob DescriptionWe are seeking an experienced Salesforce Service Cloud Business Analyst to join our team. This role will serve as a critical bridge between business stakeholders and technical teams, driving the analysis, design, and implementation of Service Cloud solutions to enhance our customer service operations.Key ResponsibilitiesConduct comprehensive discovery sessions with business and IT stakeholders to understand current processes, pain points, and future state requirementsCreate detailed, actionable user stories with clear acceptance criteria that effectively guide development teams through implementationFacilitate workshops, interviews, and collaborative sessions with global stakeholders across multiple time zonesTranslate business requirements into functional specifications for Salesforce Service Cloud configurations and customizationsDocument current and future state business processes, workflows, and system integrationsCollaborate with QA teams to ensure solutions meet business requirements and user expectationsSupport organizational change initiatives by identifying training needs and user adoption strategiesQualifications3+ years of hands-on experience with Salesforce Service Cloud, including case management, knowledge base, omni-channel, and service console functionalitiesProven ability to gather, analyze, and document complex business requirements using industry-standard techniquesRelevant Salesforce CertificationsStrong experience creating well-structured user stories following Agile methodologiesExcellent communication and facilitation skills with demonstrated ability to work effectively with diverse, global teamsFlexibility to participate in meetings across multiple time zonesAdditional Information

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