Job Description:
Please focus on candidates with hands-on Salesforce Service Cloud experience. We are looking for a Business Systems Analyst who has worked extensively with customer support processes, including case management, omni-channel routing, knowledge management, Experience/Community Cloud, and related Service Cloud capabilities.
Job Responsibility
- Partner with Sales & Customer Support stakeholders to optimize support and customer community workflows, enabling self‐service, streamlining handoffs, and reducing manual effort across support channels.
- Leverage AI-assisted delivery techniques (including 'vibe coding'/rapid prototyping) to validate concepts quickly with users and accelerate iteration.
- Design and leverage AI agents and workflow orchestration capabilities to automate complex end-to-end business processes with built-in governance, exception handling, security/access controls, and operational oversight.
- Establish success metrics to measure cycle time reduction, elimination of handoffs, user adoption, and process compliance.
- Assess upstream/downstream impacts across integrated systems, document system interactions, data dependencies, and exception paths.
- Translate business needs into clear functional specifications, process flows, user stories, and acceptance criteria—including agent-ready rules and guardrails.
- Drive UAT readiness, including test planning, end-to-end validation, and stakeholder coordination to ensure solutions meet business expectations.
- Collaborate with Development, QA, InfoSec to ensure solutions are secure, scalable, and aligned to enterprise standards.
Required Skills
- 10+ years of Business Systems Analyst experience supporting large‐scale enterprise applications in a global environment.
- 4+ years deep experience on Salesforce Service Cloud & Experience Cloud (Community Cloud).
- Hands-on experience with Service Cloud, Experience Cloud (Community Cloud), including case intake and knowledge management, omni-channel/intelligent routing, self-service enablement, and customer account/contact data quality—supporting end-to-end service process orchestration and AI-assisted automation.
- Experience working in Agile and iterative delivery environments, including backlog refinement, sprint planning, incremental releases, and rapid feedback loops.
- Strong requirements gathering, process design, and UAT experience
- Ability to work directly with business stakeholders and drive solutions leveraging Salesforce out-of-the-box capabilities
- Strong communication skills with the ability to present complex technical concepts clearly and concisely to a variety of audiences.
- Salesforce certifications (Salesforce Certified Application Architect, Salesforce Administrator, Service Cloud, Community Cloud), demonstrating strong platform and data model fluency.
Preferred Skills
- Experience working in complex, global, and highly integrated enterprise environments.
- Experience in the high-tech or semiconductor industry, supporting complex, global and highly integrated business processes
- Proven ability to use rapid prototyping or AI-assisted development techniques (e.g., Vibe Coding, low code/no code, or similar approaches) to accelerate solution validation