Salesforce Business Analyst

BETSOL 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.com

We 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 Responsibilities

• Conduct comprehensive discovery sessions with business and IT stakeholders to understand current processes, pain points, and future state requirements
• Create detailed, actionable user stories with clear acceptance criteria that effectively guide development teams through implementation
• Facilitate workshops, interviews, and collaborative sessions with global stakeholders across multiple time zones
• Translate business requirements into functional specifications for Salesforce Service Cloud configurations and customizations
• Document current and future state business processes, workflows, and system integrations
• Collaborate with QA teams to ensure solutions meet business requirements and user expectations
• Support organizational change initiatives by identifying training needs and user adoption strategies

• 3+ years of hands-on experience with Salesforce Service Cloud, including case management, knowledge base, omni-channel, and service console functionalities
• Proven ability to gather, analyze, and document complex business requirements using industry-standard techniques
• Relevant Salesforce Certifications
• Strong experience creating well-structured user stories following Agile methodologies
• Excellent communication and facilitation skills with demonstrated ability to work effectively with diverse, global teams
• Flexibility to participate in meetings across multiple time zones