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Sr Business Systems Analyst (Salesforce Service Cloud/ Experience Cloud)

UKG
Karnataka, IND
Onsite
Discovered 1 months ago
Salesforce Service CloudSalesforce Experience CloudProduct ownershipProduct roadmap and backlog prioritizationCustomer support processesDigital customer experience

Full Job Posting

Role overview

UKG ESE seeks an experienced product owner for customer-facing Salesforce CX capabilities, primarily Service Cloud and Experience Cloud.

The role bridges business stakeholders, customers, engineering, architecture, and product teams to deliver scalable capabilities and measurable outcomes.

Product ownership and strategy

  • Own product vision, roadmap, and backlog for assigned Salesforce CX capabilities.
  • Prioritize work based on business value, customer impact, dependencies, risks, and delivery effort; communicate trade-offs.
  • Understand customer, support-agent, and business-user journeys and identify opportunities to improve self-service, agent productivity, and customer experience.

Discovery and delivery

  • Translate objectives and customer needs into requirements, epics, features, user stories, acceptance criteria, process flows, and measurable outcomes.
  • Lead discovery sessions, workshops, process reviews, and solution discussions.
  • Represent the product in Agile delivery activities, including refinement, sprint planning, demos, retrospectives, and release planning.
  • Partner across development, architecture, integrations, UX, QA, data/analytics, and product teams.

Quality and platform governance

  • Support UAT, release readiness, go-live, production validation, and post-launch stabilization.
  • Monitor adoption, customer feedback, operational metrics, support trends, and business outcomes for improvement opportunities.
  • Align solutions with Salesforce platform standards, architecture, security requirements, integration patterns, and scalability needs.
  • Identify cross-team dependencies and delivery risks.

Platform focus

  • Salesforce Service Cloud and Experience Cloud.
  • Customer support and digital customer experience processes.
  • Product ownership, roadmap and backlog prioritization, requirements, user stories, and Agile delivery.

Requirements

  • Experienced product owner for customer-facing Salesforce capabilities.
  • Strong Salesforce platform knowledge, particularly Service Cloud and Experience Cloud.
  • Deep understanding of customer support and digital customer experience processes.
  • Ability to translate business and customer needs into scalable product capabilities, requirements, and acceptance criteria.
  • Ability to collaborate across business stakeholders, customers, engineering, architecture, and product teams.

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