Salesforce Business Analyst (Service Cloud & FSL)
We are seeking a Senior Salesforce Business Analyst to support our enterprise-wide Service Cloud and Field Service Lightning (FSL) transformation initiatives. This role focuses on gathering and analyzing business requirements, collaborating closely with stakeholders and technical teams, and ensuring Salesforce solutions align with operational needs and strategic goals. The ideal candidate will have strong knowledge of Salesforce Service Cloud and FSL , excellent analytical and communication skills, and experience working in complex, cross-functional environments.
Key Responsibilities:Lead business analysis activities across Salesforce Service Cloud and FSL projects , from initial discovery through to solution deployment.
Collaborate with business stakeholders, dispatchers, field technicians, and product owners to understand field service and customer service operations and gather functional and non-functional requirements.
Document detailed user stories, process flows, technician journeys , and business use cases that align with Salesforce best practices.
Analyze current customer service and field service processes and identify opportunities for automation, scheduling optimization, and mobility improvements using Service Cloud and FSL capabilities.
Work closely with Salesforce architects, developers, and QA teams to ensure accurate translation of business and field operational needs into technical solutions.
Support configuration and validation of Service Cloud and FSL features, including but not limited to:
Case Management, Work Orders, Service Appointments, Skills & Territories, Scheduling Policies, Gantt Views, Omni-Channel, Knowledge Base, Service Console, Macros, Flows , and related automation.
Participate in UAT planning and execution , ensuring solutions meet both contact center and field service business requirements and deliver expected outcomes.
Collaborate on training materials, user documentation, and support user adoption efforts for dispatchers, mobile technicians, and customer service reps.
Help define and track key performance metrics (KPIs) such as first-time fix rate, technician utilization, appointment adherence , and customer satisfaction post-deployment.
Bachelor's degree in Business, Information Systems, or related discipline .
Salesforce Administrator and/or Service Cloud and FSL Consultant certification preferred.
Minimum 10 years of business analysis experience , including 8 years working with Salesforce in enterprise settings.
In-depth knowledge of Salesforce Service Cloud and FSL functionality, including mobile workforce management, appointment booking, and dispatch optimization .
Strong skills in process mapping, requirements documentation, and stakeholder engagement across customer service and field operations.
Experience working in Agile or hybrid project environments , using tools like Jira, Azure DevOps, or Smartsheet .
Proven ability to bridge the gap between business, technical teams, and field stakeholders , aligning solutions with strategic goals.
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