Salesforce Business Analyst

Salesforce System Analyst (Night Shift India-based)
Location: Remote (India-based) Shift: Night shift to overlap with EST Type: Full-time About the Role We are looking for a detail-oriented and proactive Salesforce System Analyst to support our Service Cloud operations. This role is ideal for someone who has hands-on Salesforce experience, strong stakeholder engagement skills, and a passion for organizing and driving cross-team initiatives. You will work closely with the Salesforce Solution Architect and Manager for Service Support, and business stakeholders across departments to support delivery, scoping, and project administration for ongoing enhancements and strategic initiatives. Key Responsibilities Assist in requirement gathering, scoping, and documentation of Salesforce Service Cloud projects (e.g., new voice flows, email templates, design). Support project coordination across internal teams and business units, ensuring clear task ownership and timely follow-up. Create and maintain structured documents, diagrams, and user stories to support delivery. Help triage, analyze, and prioritize incoming Jira tickets; align with the Manager to categorize based on business impact. Maintain and support Salesforce configurations, especially for Experience Cloud, Knowledge, Case Management, Service Voice, Einstein Bot, Agent Force (desired), Omni-Channel, and Entitlements. Serve as a liaison between the technical team and business stakeholders across time zones to ensure clear understanding and execution of solutions. Conduct basic impact analysis, prepare release notes, and assist in UAT coordination. Monitor and help manage escalations, customer-reported issues, and email-to-case or system behavior anomalies. Participate in backlog grooming, sprint planning, and other agile rituals as required. Qualifications Salesforce Certified Administrator (required); additional certifications (Service Cloud Consultant, Experience Cloud Consultant, etc.) are a plus. 5+ years of experience working with Salesforce Service Cloud, including hands-on configuration and/or business analysis. Strong written and verbal communication skills in English. Demonstrated experience working with stakeholders, managing expectations, and documenting clear business requirements. Familiarity with Agile/Scrum, Jira, and Confluence (or similar tools). Ability to work independently during night shifts and proactively follow up on pending items. Preferred Skills Experience with Salesforce Experience Cloud, Knowledge Management, Service Cloud, Omnichannel, among others. Knowledge in voice solutions in Salesforce (Service Voice, Amazon Connect, etc.). Comfortable creating diagrams (e.g., Lucidchart, draw.io) and writing business-facing documentation. AI integration knowledge is a strong plus, especially if familiar with Salesforce AI features or leveraging metadata/taxonomy for enhanced search, routing, or content recommendations.