• Location: No Location Set
• Type: Contract
• Job #35893

Business Analyst – Customer Support

Job Type: Contract 
Rate: $55- 65 hr 
Location: [Remote]

About the Role

We are seeking a Business Analyst – Customer Support to serve as a strategic technology partner to Customer Support and Service teams, with a primary focus on Salesforce Service Cloud.

This role will bridge business needs and technology solutions by understanding service operations, identifying opportunities for improvement, and translating business priorities into scalable Salesforce solutions. The ideal candidate has strong business analysis and stakeholder-management skills, working knowledge of Salesforce, and an understanding of modern customer service and case-management processes.

Key Responsibilities

• Serve as the primary IT partner for Customer Support and Service stakeholders.

• Build strong relationships with business leaders, service teams, SMEs, and technology teams.

• Analyze service processes, workflows, pain points, and business requirements.

• Translate business needs into clear capabilities, requirements, and measurable outcomes.

• Facilitate discovery sessions, process reviews, and solution-design discussions.

• Partner with Salesforce architects, developers, administrators, and integration teams.

• Evaluate when requirements can be addressed through Salesforce configuration, automation, integrations, AI, or custom development.

• Identify opportunities to simplify service processes, improve automation, increase self-service, and enhance agent productivity.

• Support prioritization, roadmap planning, UAT, implementation, and change adoption.

• Stay current with Service Cloud, Agentforce, AI, automation, digital engagement, and knowledge-management capabilities.

• Define success measures and evaluate business outcomes of delivered solutions.

Required Qualifications

• Experience as a Business Analyst, Business Systems Analyst, Product Analyst, Product Owner, or similar role.

• Strong stakeholder-management, facilitation, discovery, and requirements-analysis skills.

• Experience translating business needs into technology solutions and measurable outcomes.

• Experience analyzing operational or service processes and identifying opportunities for improvement and automation.

• Working knowledge of Salesforce or a comparable CRM/customer-service platform.

• Understanding of Agile or iterative software delivery.

• Strong analytical, communication, and problem-solving skills.

Preferred Qualifications

• Experience with Salesforce Service Cloud, Experience Cloud, Data Cloud, or Agentforce.

• Salesforce Business Analyst, Administrator, Service Cloud Consultant, or related certification.

• Experience with customer service, case management, contact center, or shared-service operations.

• Experience in healthcare, staffing, professional services, or other complex service environments.

• Knowledge of AI-assisted service, omnichannel routing, automation, knowledge management, and self-service.

• Experience with product roadmaps and prioritization.