Salesforce Business Analyst III - Service Cloud

Daikin Comfort•Waller, TX

5d•Onsite

About The Position

The Salesforce Business Analyst for Service Cloud is instrumental in supporting the strategic direction and governance of Service Cloud. With a comprehensive understanding of case lifecycle management, contact center operations, and process optimization, the Analyst enables the implementation of scalable and efficient customer service solutions. This role partners with stakeholders to design service-centric solutions, improve agent productivity, and enhance customer experience through data-driven insights.

Requirements

Intermediate knowledge of Microsoft Office, Jira, Confluence
Strong understanding of Service Cloud (case management, omnichannel, knowledge, automation)
Detail-oriented with a strategic mindset
Excellent communication and stakeholder management skills
Proactive and self-driven with a continuous improvement mindset
Strong analytical skills with the ability to translate service data into actionable insights
Knowledge of data governance and data quality best practices
5–10 years of experience with Salesforce or another CRM platform
Hands-on experience with Service Cloud (preferred)
Bachelor’s degree in Business, IT, or related field

Nice To Haves

Salesforce Service Cloud certification preferred
Master’s degree is a plus

Responsibilities

Support all aspects of Service Cloud administration, including case management, omnichannel routing, knowledge management, automation (flows), and service console optimization.
Collaborate with business stakeholders and SMEs to elicit, document, and prioritize requirements for customer support processes, case handling, and service operations.
Develop clear and detailed Jira user stories with well-defined acceptance criteria to support efficient solution design and development.
Manage data governance practices to ensure high levels of data quality, integrity, and security across case, customer, and interaction data. Perform audits to proactively identify and resolve data issues.
Drive continuous improvement of end-to-end service processes, including case intake, triage, escalation, and resolution. Leverage automation, AI (e.g., case classification, sentiment), and analytics within Service Cloud.
Own planning, coordination, and execution of UAT for Service Cloud enhancements, including test script creation, defect tracking, and resolution.
Work within Agile frameworks, contributing to sprint planning, backlog grooming, and iterative delivery of Service Cloud features.
Act as a primary point of contact for Service Cloud issues, supporting users (agents, supervisors) and driving root cause analysis and resolution of system or process challenges.
Support the development of training materials, working with the Training Team to ensure effective adoption of Service Cloud features by service teams.
Serve as a subject matter expert on Service Cloud capabilities (e.g., Case Management, Omnichannel, Knowledge, Service Cloud Voice), providing recommendations on enhancements, releases, and new feature adoption.
Support integration efforts between Service Cloud and telephony systems (e.g., Amazon Connect), external platforms, and internal systems to enable seamless service operations. Partner with enterprise and solution architects to align Service Cloud implementations with broader enterprise architecture.
Perform other tasks as assigned.