Business Analyst – Salesforce Service Cloud

CCC Intelligent Solutions•Chicago, IL

About The Position

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com. The Role We are seeking a highly skilled and experienced Business Analyst to join our Salesforce team. This role will be responsible for driving the strategic use of Salesforce and other enterprise applications to support business operations, improve efficiency, and enable data-driven decision-making. You will work closely with cross-functional teams including Service, Sales, Marketing, Product Development, Product Management and IT to gather requirements, design solutions, and implement enhancements across our systems landscape. This role is critical to the success of large-scale enterprise initiatives involving salesforce service cloud and sales cloud. The individual will leverage strong consulting skills, deep salesforce expertise, and business acumen to design and deliver complex, scalable solutions.

Requirements

Bachelor’s degree in Information Systems, Business, Computer Science, or related field.
5+ years of experience as a Business Systems Analyst or similar role.
3+ years of hands-on experience with Salesforce Service Cloud, Sales Cloud, or Experience Cloud.
Strong business acumen with excellent communication and presentation skills; frequently leads high-level meetings and executive presentations.
Proven experience working with other enterprise applications.
Strong understanding of CRM processes, data modeling, and system integrations.
Excellent analytical, problem-solving, and communication skills.
Experience with Agile/Scrum methodologies.

Nice To Haves

Salesforce certifications (e.g., Salesforce Administrator, Advanced Administrator, Salesforce Service Cloud Consultant, Platform App Builder).
Deep understanding of Service Cloud Voice (SCV) architecture, capabilities, and limitations.
Experience with Omni-Channel routing & configuration for voice cases.
Knowledge of Einstein Conversation Insights, transcription, and call summary features.
Familiarity with Salesforce Data Model for cases, contacts, activities, and related objects.
Understanding of Amazon Connect contact flows, queues, routing profiles, and hours of operation.
Ability to interpret and document IVR / contact flow requirements.
Knowledge of AWS Lex for chatbots and integrating it with voice flows.
Basic awareness of AWS Lambda for call orchestration or data dips.

Responsibilities

Serve as the primary liaison between business stakeholders and technical teams for Salesforce and related enterprise applications.
Facilitate discussions to gather and define business needs, translating them into detailed functional specifications and user stories.
Lead the analysis, design, and implementation of scalable Salesforce solutions aligned with business goals.
Analyze current (As-Is) and future (To-Be) business processes, use cases, and workflows to support solution design and stakeholder alignment.
Perform gap analyses between business needs and out-of-the-box system capabilities, recommending best-practice solutions.
Conduct iterative reviews of prototypes, proof of concepts, and case studies with stakeholders.
Execute light Salesforce configurations to support business needs.
Manage and prioritize a backlog of enhancements, bugs, and projects.
Identify and evaluate opportunities for process improvement and system optimization.
Champion change management efforts to ensure successful adoption of new systems and processes.
Collaborate with developers, admins, and QA teams to ensure successful delivery of solutions.
Support QA efforts by contributing to test planning, creating test scripts, and validating outcomes against requirements.
Lead governance meetings with business and technical teams to review progress, prioritize work, and resolve issues.
Communicate project status, risks, and issues proactively to stakeholders.