Senior Business Systems Analyst

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

Senior Business Systems Analyst – Service Cloud

We’re seeking a solution-minded, senior-level Business Systems Analyst to play a key role in shaping and scaling our global service delivery systems using Salesforce Service Cloud. You will act as a strategic advisor and technical lead, partnering with executives and cross-functional stakeholders to drive innovation, automation, and operational excellence across Customer Support, Professional Services, and Revenue Operations.

This is a high-impact role for someone with deep technical expertise, strategic thinking, and a track record of driving transformation using Salesforce. Your work will directly influence how customers experience onboarding, support, and long-term value from our products.

Strategic Questions You’ll Help Us Answer

• How do we scale post-sales onboarding globally with automation?

• How can we enable support teams to resolve tickets faster and with more intelligence?

• What technologies and service processes deliver the best customer outcomes?

• How do we align Service Cloud with broader quote-to-cash and renewal workflows?
   

Key Responsibilities

• Lead the design, configuration, and continuous improvement of Salesforce Service Cloud for global customer operations.

• Serve as the functional and strategic owner of Service Cloud capabilities — including Case Management, Entitlements, Knowledge, CTI, Omni-Channel, and more.

• Translate complex business requirements into scalable, best-practice Salesforce solutions.

• Drive the development of advanced case routing, SLA automation, and escalation workflows.

• Optimize and expand self-service, knowledge base, and community support channels.

• Champion the use of Einstein features, including bots, recommendations, and analytics for smarter service delivery.

• Collaborate with Product, Engineering, Customer Care, and IT to ensure roadmap alignment and delivery.

• Act as a lead analyst and mentor to junior BSAs and support team members.
   

• Develop and maintain dashboards, health checks, and KPI reports to track performance and outcomes.

• Support and contribute to omnichannel service strategies (chat, phone, email, social).

• Evaluate and implement 3rd party solutions and Salesforce managed packages to extend platform functionality.

• Own change management, documentation, testing, and training to support end-user adoption.

• Stay ahead of Salesforce platform innovations and drive proof of concepts (POCs) to evaluate potential impact.
   

Qualifications

Required:

• 10+ years of experience as a Business Systems Analyst or Functional Consultant on the Salesforce platform.

• 5+ years of hands-on experience with Salesforce Service Cloud (including Case Management, Knowledge, Entitlements, Milestones, CTI, Chat).

• Proven expertise configuring Salesforce using Flows, Validation Rules, Omni-Channel, Page Layouts, and Permission Sets.

• Strong familiarity with Einstein, Prompt Builder, and Agentforce.

• Excellent communication skills: ability to translate technical solutions into business value.

• Strong project and stakeholder management abilities.

• Experience working in Agile/Scrum environments with product and engineering teams.

• Salesforce Administrator Certification

• Bachelor’s degree in Business, Computer Science, MIS, or related technical field.