Job Description

Job Description

We’re Transforming Customer Support and we Need a Service Cloud Pro to Help Lead the Way

Contract to Hire: 6 months

Location: Natick, MA (Hybrid 2-3 days/week)

We’re on the hunt for a Senior Salesforce Service Cloud Business Analyst to join our team for a 6-month contract and play a pivotal role in a high-impact customer support transformation initiative.

This isn’t your average BA role, you’ll be the bridge between our business vision and Salesforce technical execution, ensuring our Service Cloud environment delivers seamless, efficient, and customer-first experiences.

What You’ll Do

• Partner with business stakeholders to understand current support processes — then make them better, faster, smarter.
• Translate business needs into clear, actionable user stories, functional specs, and acceptance criteria.
• Design enhancements for case management, omni-channel routing, knowledge base, entitlements, and service analytics — all aligned with Service Cloud best practices.
• Support UAT, change management, and post-deployment optimization.
• Ensure every improvement keeps the user experience front and center.

What You Bring

• 5+ years as a Salesforce Business Analyst or Consultant (with 3+ years hands-on Service Cloud experience).
• Salesforce certifications (Service Cloud Consultant, BA, or Admin) strongly preferred.
• Expertise in Jira, Confluence, Agile, and integrations with tools like SAP, Vonage, or AI platforms.
• A knack for bridging business needs and technical solutions with clarity and precision.

If you thrive on translating complex business needs into scalable Salesforce solutions and love the idea of shaping the future of customer support, this project is your chance to make an impact.

Apply now and let’s reimagine what Service Cloud can do together.

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