Charter Global
Website:
charterglobal.com
Job details:
📌 Job Title: Salesforce Business Analyst (Service Cloud)
📍 Location: Hyderabad
🔹 About the Role:
- Act as a bridge between business stakeholders and technical teams
- Drive Service Cloud implementations to enhance client and agent experience
- Gather, analyze, and document business requirements
- Design scalable Salesforce solutions using standard features
🔹 Key Responsibilities:
- Liaise between business and development teams
- Conduct requirement gathering sessions, workshops, and interviews
- Translate requirements into user stories, BRDs, FSDs, and process flows
- Design solutions using Case Management, Omnichannel, Knowledge Base
- Collaborate with Salesforce Developers & Architects
- Facilitate UAT, manage feedback, and obtain sign-offs
- Support end-user training and adoption
- Participate in Agile ceremonies
🔹 Required Skills & Experience:
- 7–9 years of experience as a Salesforce Business Analyst
- Strong expertise in Service Cloud
- Understanding of customer service processes
- Experience in Salesforce configuration
- Strong analytical & communication skills
🔹 Preferred Certifications:
- Salesforce Certified Administrator
- Salesforce Certified Service Cloud Consultant
- CBAP / CCBA (IIBA)
📩 Interested candidates can share their profiles at: lraveena@charterglobal.com
Click on Apply to know more.