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Salesforce Business Analyst - Service Cloud

Jade Global
Pune, IND
Full-time
Mid · 5+ years experience
Onsite
Discovered 2 weeks ago
confluencesalesforce

Full Job Posting

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.

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