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

Role overview

Product strategy and delivery

• Own product vision, roadmap, and backlog for Salesforce CX capabilities and related customer support solutions.
• Prioritize work by business value, customer impact, dependencies, risks, and delivery effort; communicate trade-offs.
• Translate needs into requirements, epics, features, user stories, acceptance criteria, process flows, and measurable outcomes.
• Lead discovery, workshops, process reviews, and solution discussions; challenge requirements to focus on underlying problems.
• Represent the product in Agile delivery, including refinement, planning, collaboration, demos, retrospectives, and release planning.

Platform, release, and improvement

• Partner with Salesforce architects and engineers to use platform capabilities and best practices, favoring configuration and out-of-the-box capabilities before customization.
• Coordinate with developers, architects, integrations, UX, QA, data/analytics, and other product owners on end-to-end experiences.
• Support UAT, release readiness, go-live, production validation, and post-launch stabilization with Engineering and QA.
• Monitor adoption, customer feedback, operational metrics, support trends, and business outcomes to identify improvements.
• Ensure platform standards, architecture, security, integrations, and scalability; address dependencies, risks, technical constraints, and blockers.
• Communicate roadmap priorities, product decisions, release plans, business value, risks, and delivery status to stakeholders and leadership.

Required qualifications

• 5+ years of relevant experience in Product Ownership, Product Management, Business Systems Analysis, or similar enterprise technology roles.
• 3+ years of Salesforce experience; significant hands-on functional experience across Service Cloud and Experience Cloud is preferred.
• Strong understanding of Customer Experience and Customer Support processes, including case management, omnichannel support, knowledge management, self-service, portals, entitlements, SLAs, automation, collaboration, and analytics.
• Experience owning and prioritizing an Agile backlog and writing epics, features, user stories, and acceptance criteria.
• Experience leading discovery, requirements workshops, stakeholder discussions, backlog refinement, sprint planning, and product demonstrations.
• Strong Salesforce platform knowledge, including configuration, integrations, best practices, and limitations; Salesforce Administrator certification is required.
• Requires customer-centric problem solving, analytical skills, communication, organization, and stakeholder management, as well as cross-functional product delivery experience.

Preferred qualifications

• Salesforce Service Cloud Consultant, Experience Cloud Consultant, Business Analyst, or Platform App Builder certifications are preferred.
• Global Salesforce implementations and Experience Cloud customer portals or self-service capabilities are preferred experience.
• Knowledge of Salesforce integrations, APIs, data models, automation, security, and identity/access concepts is preferred.
• Experience defining product KPIs and using Jira, Azure DevOps, ServiceNow, or similar platforms is preferred.
• CSPO, PSPO, SAFe Product Owner/Product Manager, or equivalent product ownership certification is a plus.

About UKG