Allscripts

Salesforce Business Analyst, Service Cloud

Allscripts

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Job Level

Mid-LevelSenior

Tech Stack

CloudSQLTableau

About the role

  • Act as the primary liaison between business stakeholders and IT teams, translating business needs into clear, actionable technical requirements.
  • Lead discovery sessions to gather and document business processes, especially in areas utilizing Salesforce Service Cloud, including chat, case management, and web form automation.
  • Translate workflows into functional specs, user stories, process diagrams, and solution mockups.
  • Collaborate closely with developers, architects, and QA teams to deliver scalable Salesforce solutions.
  • Lead and coordinate the testing lifecycle, including writing test cases and managing UAT.
  • Support and train end-users to drive adoption of new tools and functionality, particularly within Customer Support/Call Center environments.
  • Maintain clean documentation (e.g., user stories, training guides, release notes) and provide ongoing support post-deployment.
  • Monitor platform performance and propose continuous improvements aligned with business KPIs.
  • Communicate regularly with stakeholders at all levels, including executive leadership, to align on roadmap and deliverables.
  • Stay up to date on the latest Salesforce features and industry trends, especially around Service Cloud innovations and call center integrations.

Requirements

  • Salesforce Administrator Certification (active/current)
  • 3+ years of hands-on experience with Salesforce (Sales Cloud and/or Lightning)
  • Strong understanding of Service Cloud features such as chat, messaging, portals, knowledge base, case routing, etc.
  • Familiarity with third-party call center integrations (e.g., Vonage, NVM, Five9, or similar)
  • Proven track record in gathering, documenting, and managing complex business and system requirements
  • Experience working with cross-functional teams (Sales, Marketing, Support, Implementation)
  • Excellent communication skills and the ability to translate business needs into technical language and vice versa
  • Strong analytical and problem-solving skills
  • Familiarity with Agile/Scrum methodologies; experience with tools such as JIRA
  • Proficient with Google Workspace (Docs, Sheets, Slides); experience with Lucidchart, Power BI, or Tableau is a plus
  • Preferred: Salesforce Experience Cloud or CPQ experience
  • Preferred: Bachelor’s Degree in Business Administration, Computer Science, or related field
  • Preferred: Experience in the healthcare industry or other regulated environments
  • Preferred: Understanding of data analysis or SQL is a bonus
  • Preferred: Experience with wireframes/mockups and UX design tools
  • Must be legally authorized to work in the United States or Canada; Visa Sponsorship is not offered