Sr. Salesforce Business Analyst - Service Cloud

Company Description

Take a seat on the Xplor Rocketship and join us as Senior Salesforce Business Analyst (Service Cloud). 

We are Xplor - the first global platform integrating SaaS, Payments and Commerce Accelerating Technologies to help businesses succeed.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-accelerating technologies help businesses automate operations, save time and effort, overcome obstacles, and form lasting relationships with their customers.

Job Description

The Senior Salesforce Business Analyst will work closely with stakeholders across the organization to support the successful implementation, optimization, and ongoing management of Salesforce Service Cloud. This role will focus on ensuring seamless customer service operations, driving data integrity, and delivering efficiency improvements through advanced Service Cloud capabilities such as case management, knowledge management, and omni-channel support.

As a critical member of a high-performing and fast-growing team with a strong entrepreneurial mindset, you will have the opportunity to lead transformative projects that directly impact customer satisfaction and operational excellence. For the right individual, this role offers rapid growth into strategic responsibilities, autonomy, and interaction with senior leadership.

This role is specifically dedicated to defining and executing the Salesforce Service Cloud migration/implementation project for Global Operations, ensuring alignment with organizational objectives and industry best practices.

RESPONSIBILITIES

• Collaborate with the project team to gather business and functional requirements specific to Salesforce Service Cloud features, including case routing, service-level agreements (SLAs), knowledge base setup, and customer self-service portals.
• Translate conceptual user and business requirements into functional specifications that leverage Service Cloud capabilities, ensuring clarity and alignment with project objectives.
• Facilitate requirements-gathering sessions using workshops, workflow storyboards, use cases, and scenarios, with a focus on service workflows and customer support processes.
• Define scope and parameters of requirements analysis for Service Cloud projects, establishing metrics tied to customer service performance, such as case resolution time, customer satisfaction (CSAT), and first-contact resolution.
• Partner with stakeholders & salesforce team to prioritize requirements for omni-channel support, automation, and Service Cloud integrations, such as chat, email, and social media.
• Conduct research and evaluations of Salesforce AppExchange solutions to enhance Service Cloud functionality and meet specific requirements (e.g., CTI integrations, chatbots, or field service tools).
• Support UAT efforts by ensuring Service Cloud features such as queues, routing rules, and service console customizations meet business needs and are optimized for performance.
• Develop and maintain standard templates to document requirements, workflows, and Service Cloud configurations in an accurate and concise manner.
• Communicate changes, enhancements, and updates to Service Cloud functionalities, ensuring stakeholders understand impacts on customer service operations and organizational goals.

Qualifications

Bachelor’s Degree or higher required

• 3+ years of experience working in a Salesforce Business Analyst capacity
• Experience using Salesforce Marketing Cloud
• Experience using Salesforce Sales Cloud
• Experience using Salesforce Einstein Tooling - Nice to have
• Data Migration experience
• Consultative, team player who enjoys being part of a close-knit team while also working independently with direction on individual projects
• Exceptional written and verbal communication skills
• Strong aptitude for learning new systems and processes
• Excellent attention to detail and results oriented
• Persistent, organized and highly motivated
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities

Additional Information

Values and Life at Xplor

Our four core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Make life simple
• Build for people
• Move with purpose
• Create lasting communities

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonaliti