Service Cloud Business Analyst Needed experienced (at least 5+ years) Business analyst with Service Cloud experience (end to end implementation) who can comfortably work with Director level business stakeholders. Communication is key to success along with knowledge and BA skills. Should have experience using Jira , manage requirements through agile process (Building Epics, user stories , backlog grooming, Show & Tell )
Should have experience capturing requirements on end to end implementation of Service Cloud with features not limited to –
Case management, Contacts, Case Assignment, Omni-channel routing, Knowledge Management, Productivity improvement tools, Live Chat, Einstein Bots, Social media integrations
Should be knowledgeable on Experience Cloud – understand the concepts of Case containment, Case deflections using Knowledge Center Services
Gather and validate business requirements and user stories
Plan & Drive workshops with business SMEs , user groups and Technical architect.
Drive decisions on application functionality and collaborate with business SMEs
Focus on Salesforce OOB and configurable functionality to address business requirements
Create Epics, detailed user stories , As-is and To-be Process flows
Groom User Stories
Plan and Conduct Show & Tell Sessions during each Sprint cycle
Collaborate with development and testing teams to build a quality product
Review test cases and sign off on their completeness and correctness
Coordinate with business during UAT
Provide Training to business users on the functionality
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