Salesforce Service Cloud Business Analyst

Position Summary:

Join an industry leading B2B food manufacturing company as our Salesforce Service Cloud Business Administrator, where you’ll own and optimize the platform that powers our customer-facing operations. In this highly collaborative, cross-functional role, you will serve as the business-side owner of our Salesforce Service Cloud platform, and enhance case and order management workflows, improve user experience and adoption, and deliver insights that help our teams serve customers better. If you're a hands-on Salesforce professional who enjoys solving business challenges and driving operational excellence, we’d love to meet you.

Major Duties and Responsibilities:

• As the business user lead, administer, maintain, and optimize the Salesforce Service Cloud platform to support Customer Service, Customer Experience, Sales, Operations, QA, and IT teams.
• Manage user accounts, profiles, permission sets, queues, and roles for a large user base across multiple departments.
• Configure and maintain Service Cloud features, including case management, routing rules, automation tools (Flows, Validation Rules), Omni-Channel, chat, and knowledge base.
• Serve as the primary liaison between business stakeholders and IT, translating business needs into system functionality and enhancements.
• Build and maintain dashboards and reports for individual contributors, managers, and executives to provide actionable insights and track key performance indicators (KPIs).
• Develop and deliver training materials, job aids, and onboarding programs to drive user adoption and best practices across all functions. Monitor and adoption.
• Troubleshoot and resolve platform issues, escalate technical problems to IT or external support as needed, and ensure system uptime and data accuracy.
• Support release management, including testing, deployment, and documentation of new features and enhancements.
• Collaborate with cross-functional teams to identify and implement process improvements, automation opportunities, and system integrations.
• Ensure compliance with data governance, security, and privacy standards within the Salesforce environment.
• Support SLA development, escalation paths development , and case lifecycle governance.

Education and Experience:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience).
• 1+ years of hands-on experience as a Salesforce Administrator, with a strong focus on Service Cloud (required).
• Salesforce Administrator Certification (ADM-201) desired; Service Cloud Consultant and Advanced Administrator certifications preferred.
• Experience with change management, adoption, and process governance.

Knowledge and Skills:

• Deep understanding of Salesforce Service Cloud best practices, features, and functionalities (case management, SLAs, automation, knowledge base, Omni-Channel, chat, portals).
• Proficiency in Salesforce declarative tools (Flows, Lightning App Builder, Validation Rules, Process Builder) and basic automation.
• Strong analytical and problem-solving skills, with the ability to use data and reporting to drive business outcomes.
• Excellent communication skills, able to engage technical and non-technical stakeholders, and deliver training and support.
• Ability to interpret business requirements and map them to Salesforce functionality across multiple departments.
• Experience with Salesforce integrations (APIs, middleware, third-party applications) and data management (migration, validation, reporting).
• Familiarity with AI and automation tools (Salesforce Einstein, bots, next-best-action) is highly desirable.
• Strong organizational and time management skills; able to prioritize tasks in a fast-paced environment.
• Demonstrated ability to drive user adoption, change management, and process improvements.
• Experience supporting Professional Services Automation (PSA), project tracking, and customer success tooling is a plus.