Salesforce Business Analyst

Position Summary
Bull City Talent Group's direct client has an immediate need for a Salesforce Business Analyst. The ideal candidate will have 7+ years of BA experience, be well versed with Salesforce Service Cloud, and have excellent communication skills.

Job Duties & Responsibilities:

• Effectively communicate with internal/external stakeholders
• Act as liaison between business users, vendors, and IT counterparts to capture functional requirements
• Lead user acceptance testing activities to ensure the solution meets business requirements and new functionality/enhancements do not adversely affect existing functionality
• Engage in all phases of project to ensure that the Salesforce Service Cloud solution meets all business requirements based on Functional Specifications
• Examine issues both strategic and analytically, challenging and proposing alternative solutions where applicable

Required Skills & Experience:

• 7+ years of BA experience
• Solid background in consumer engagement operations and technology (specifically Salesforce Service Cloud, Techsee, Genesys, Social Cloud), with strong emphasis in analyzing and troubleshooting setup, configuration, and integration issues
• Experience in a Salesforce Business Analyst function, specifically with hands-on experience with Service Cloud and other consumer engagement technologies
• Ability to be well organized and handle multiple priorities in a fast paced and team-oriented environment
• Excellent interpersonal, problem solving, and analytical skills.

Preferred Skills & Experience:

• Experience with ITIL processes including SDLC documentation in a regulated environment including change management, system validation, 21 CFR Part 11, IOQ, IQ, PQ, and HPQC documentation and testing
• Experience in Contact Center, Customer Service and/or Field Service Lightning experience a plus
• Experience working within CPG or manufacturing industry