Senior Salesforce Business Analyst

Role: Senior Salesforce Business Analyst 
Location: Sydney - 3 days week onsite (CBD)
Role Type: Contract

Our client are embarking on an industry-first initiative to redesign their client service experience within Salesforce. This ambitious project includes implementing asynchronous chat, migrating from live chat to Salesforce Messaging for In-App and Web (MIAW)

As a Senior Salesforce Business Analyst, you will play a pivotal role in shaping this transformation. Working closely with service agents, team leads, and the digital team, you will refine business requirements, craft innovative solutions, and ensure successful delivery. This role requires someone with deep technical expertise in Salesforce Service Cloud, configuration skills, and the ability to operate under tight timelines.

Key Responsibilities
  • Requirement Gathering and Validation
  • Story Refinement: Create, refine, and prioritize user stories with clear acceptance criteria to feed development teams efficiently.
  • Solution Design: Collaborate with cross-functional teams to ideate and propose scalable Salesforce solutions, focusing on asynchronous messaging, agent console optimization, and Einstein integrations.
  • MIAW Implementation: migration from live chat to MIAW, configuring messaging objects and ensuring smooth deployment across web and mobile platforms.
  • Configuration and Testing: Implement configuration changes in Salesforce and ensure robust testing scenarios are in place.
  • Collaboration: Act as a bridge between servicing agents, digital teams, and developers to ensure alignment on project goals and delivery
 Required Skills & Qualification
  • Certified Salesforce Administrator.
  • Extensive experience with Salesforce Service Cloud, particularly in live chat, MIAW, and digital channels.
  • Strong understanding of Omni-Channel Flows and agent console optimization.
  • Ability to make configuration changes in Salesforce.
  • Familiarity with Salesforce Einstein features (preferred).
  • Experience translating business needs into technical requirements for developers.
JobAdder.com