Analyst 4 - Business Solutions

Abacus • Somerville, NJ

13h • Hybrid

About The Position

The NA Deliver - Business Analyst connects North American customer service operations with the technology that supports them. As part of the Digital Customer Solutions team, the analyst supports Salesforce case management and the broader customer service, order management, and supply chain platforms and integrations serving North American customers. The role supports process improvement, business readiness, testing, reporting, and user support across these platforms, and offers exposure to enterprise customer service processes, integrated digital platforms, and large-scale business transformation while working with business stakeholders and technology partners.

The position is hybrid, with three days in the office in Somerset, New Jersey. A bachelor's degree and at least five years of business analysis, systems analysis, or Salesforce support experience are required.

Requirements

• Bachelor's degree.
• At least five years of experience in business analysis, systems analysis, or Salesforce support.
• Hands-on experience with Salesforce Service Cloud, including case management, queues, and Email-to-Case.
• Experience building Salesforce reports and dashboards.
• Experience documenting business requirements, user stories, and test scripts.
• Strong analytical skills and advanced Microsoft Excel proficiency.
• Excellent written and verbal communication skills, ability to learn new processes quickly, and ability to support multiple teams.

Nice To Haves

• Experience with ERP and CRM systems, Salesforce integrations, or connected customer service applications.
• Experience contributing to digital transformation, process improvement, or system implementation initiatives.
• Experience testing validated systems in a regulated GxP environment.
• Familiarity with Jira, ServiceNow, the software development lifecycle (SDLC), and Agile or Process Excellence methodologies.
• Experience with Power BI or comparable reporting tools.
• Knowledge of JOM franchise business and supply chain processes.

Responsibilities

• Support daily Salesforce Service Cloud case management, including case intake, assignment, escalation, and resolution.
• Monitor queues, case routing, and Email-to-Case processing to ensure customer inquiries reach the appropriate team.
• Build Salesforce dashboards for case volume, queue throughput, and service levels, and help develop cross-platform customer service and Order-to-Cash metrics.
• Support business processes, enhancements, and issue resolution across Salesforce integrations and connected customer service applications.
• Partner with technology teams to deploy enhancements and resolve production issues, assessing upstream and downstream impacts before changes go live.
• Collaborate with business, technology, and external support teams to keep processes aligned across systems.
• Gather requirements, user stories, acceptance criteria, and process maps, and manage enhancement requests from intake through implementation.
• Evaluate needs across platforms, recommend scalable solutions aligned with enterprise standards, and contribute to transformation and system implementation initiatives.
• Plan and execute user acceptance and regression testing for system changes in line with validated systems procedures.
• Promote user adoption, continuous improvement, and operational excellence through release and downtime communications, job aids, and end-user training.
• Build working knowledge of customer service, order management, Order-to-Cash, and ERP processes to support adjacent functions when needed.

What This Job Offers

• Job Type: Full-time