Salesforce Service Cloud Business Analyst

KeyBank

Salesforce Service Cloud Business Analyst enhancing the capabilities of the Salesforce platform by translating business requirements into technical specifications. Responsible for leading requirement gathering and ensuring project success.

Posted 6/3/2026full-timeRemote • Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $71,000 - $125,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

This position is responsible for executing against the strategic projects for enhancing the capabilities of the Salesforce/Service Cloud platform.
Works closely with line of business and technology colleagues to elicit, capture, and translate business requirements into technical requirements.
Responsible for scheduling and leading requirement gathering sessions with cross functional partners including external vendors.
Acts subject matter expert on development projects to ensure project/system design and implementation meets business needs.
Write acceptance criteria and test scripts to ensure new functionality works as designed throughout development process.
Manage testing coordination, execution and sign-off with various teams and end-users.
Assist with change management activities and documentation.

Requirements

What you’ll need

Undergraduate degree in business or equivalent work experience
Experience with / knowledge of commercial banking, commercial deposit origination, payments onboarding, or commercial servicing preferred
Minimum 2-3 years of experience in financial services
Minimum 1-2 years of experience using Salesforce application
Experience with various Salesforce Tools preferred (ie Service Cloud, Marketing Cloud, CRM Analytics, Data 360, Agentforce)
Project management experience or experience leading teams and/or projects
Knowledge of Agile concepts and tools (ie Jira, Confluence)
Knowledge of system testing concepts
Ability to plan, multi-task, manage time effectively, and work on own with limited direction
Excellent written and verbal communication skills, including strong presentation skills that can explain technical concepts for non-technical audiences.

Benefits

Comp & perks

Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives
Flexible work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SalesforceService CloudMarketing CloudCRM AnalyticsData 360AgentforceAgilesystem testingproject managementrequirement gathering

Soft Skills

communicationpresentationtime managementmulti-taskingleadershipcollaborationproblem-solvingadaptabilityorganizational skillschange management