Salesforce Service Cloud Product Analyst - NO 3rd Party Candidates

EVERSANA•Boston, MA

9d•Hybrid

About The Position

We are seeking a highly motivated Product Analyst to join our team. This role will serve as a bridge between business stakeholders and IT development teams, ensuring that complaint handling processes and systems are optimized to meet business needs and regulatory requirements. This is a supporting role for the Product Owner, assisting with business analysis and translating business needs and requirements into user stories for the product backlog for the Salesforce CRM system used by the Commercial organization. The ideal candidate has extensive experience working with Salesforce and in the MedTech space. This position requires the candidate to be local to the Boston, MA office and be able to go into the office 3 days/week.

Requirements

Proven knowledge and understanding of Salesforce Service Cloud, standard practices, technology and supporting industry principles.
Experience gathering requirements and translating into a product vision by leveraging their expertise in product development, engineering and UX.
Deep understanding of business/processes and high-level understanding of high-quality digital product delivery.
Experienced in managing a product backlog/release plan, tracking team level metrics, attend product team ceremonies, removing blockers (burndown chart, release burn up).
Experienced in developing systems and tools to enable customer interactions and collaboration.
Experience in Salesforce configuration and understanding of configuration limits.
Ability to high-level conceptual solution design and estimate T-Shirt Size effort with little business requirements on-the-spot when in conversations with business stakeholders.
Ability to manage expectations upfront with business partners based on experience of capabilities and limitations of Salesforce code and configuration.
Experience in business analysis, product analysis, or a related role, ideally within complaint handling or regulated environments (e.g., medical device, pharma, healthcare).
Experience in Computer System Quality & Validation.
Strong skills in requirements gathering, process mapping, and documentation.
Ability to effectively collaborate with both business and technical stakeholders.
Excellent communication and problem-solving skills.
Leadership skills and behaviors.
Creates a culture that relentlessly focuses on helping the people and organizations we touch.
Equipped with foundational knowledge and methods to identify, engage, and build empathy with their customers, and apply these methods to their daily work.
Focuses on Business agility, Agile delivery with a fail-fast mindset, and measurable outcomes.
Demonstrated success in leading cross-functional self-organized teams.
Contributes ideas that challenge thinking.
Strong problem-solving skills with ability of accurately analyze situations and reach productive decisions based on informed judgment.
Bachelor’s degree in a related major business with 8+years of experience.
Salesforce Service Cloud, Project Management, Agile, Scrum

Responsibilities

Partner with business stakeholders to identify, capture, and document business requirements for complaint handling processes.
Develop artifacts such as workflow diagrams, business process maps, use cases, and other documentation to support requirement clarity and alignment.
Collaborate with IT development teams to translate business requirements into technical solutions, ensuring successful delivery of complaint handling capabilities.
Support testing, validation, and deployment activities to confirm delivered solutions meet defined requirements and business objectives.
Continuously assess and recommend improvements to complaint handling processes and systems.
Understand user needs and translate them into detailed requirements for the build team.
Build use cases, writes, manages and clarifies user stories, visualization, and process flows.
Explain how requirements may be implemented from a functional standpoint and drive/improve user experience.
Stay 2-3 sprints ahead of squad and ensures each feature has a clear definition of done; ensures each feature level deliverable is aligned to a definition of readiness to enter sprint.
Communicate vision to developers and testers. May help write UAT scripts and participate in User Acceptance Testing as needed.
Document confirmed business processes to serve as reference for development and IT support.
Apply business process improvement methods for optimization.
In partnership with the PO, maintain deep understanding of the business processes and requirements to ensure that the squad’s backlog priorities are aligned with business / Group needs.
Track metrics and build reports to measure progress.
Help manage dependencies with other squads’, working closely with squad PO, peer PAs and the Product Manager.
Understands portfolio of IT systems that the business uses; may specialize in specific applications.
Support and/or facilitate system demos via inspect and adapt workshops as needed.