Technical Business Analyst (Salesforce)

Technical Business Analyst – Salesforce Service Cloud
Location: Sydney – 3 days onsite (CBD)
Role Type: Contract

Our client is embarking on an industry-first initiative to redefine their customer service experience within Salesforce. This transformation includes implementing asynchronous chat and migrating from live chat to Salesforce Messaging for In-App and Web (MIAW).

As a Technical Business Analyst, you will play a critical role in ensuring the success of this initiative. You will work closely with service agents, team leads, developers, and digital teams to refine business requirements, propose scalable solutions, and drive implementation. This role requires extensive expertise in Salesforce Service Cloud, particularly in live chat, MIAW, and digital channels. Unfortunately, we can not consider candidates without this experience.

Key Responsibilities:

Requirement Gathering & Validation: Work closely with business stakeholders to capture and document requirements related to Salesforce Service Cloud functionalities.
User Story Refinement: Create, refine, and prioritize user stories with clear acceptance criteria to ensure efficient development.
Solution Design: Collaborate with cross-functional teams to propose scalable Salesforce solutions, focusing on live chat, MIAW, Omni-Channel Flows, and agent console optimization.
MIAW Implementation: Lead the migration from live chat to MIAW, configuring messaging objects and ensuring seamless deployment across web and mobile platforms.
Configuration & Testing: Implement Salesforce configuration changes and define robust testing scenarios to ensure solution quality.
Stakeholder Collaboration: Act as a bridge between servicing agents, digital teams, and developers, ensuring alignment on project goals and execution.

Required Skills & Qualifications:

Must have extensive experience in Salesforce Service Cloud, particularly in live chat, MIAW, and digital channels.
Certified Salesforce Administrator (or equivalent experience).
Strong understanding of Omni-Channel Flows and agent console optimization.
Ability to make configuration changes within Salesforce.
Experience translating business needs into technical requirements for developers.
Familiarity with Salesforce Einstein features (preferred).

This is a unique opportunity to work on a cutting-edge initiative within the banking industry. If you have deep Salesforce Service Cloud expertise and thrive in a fast-paced, collaborative environment, we encourage you to apply.