Business Systems Analyst - Salesforce Service Cloud

Required Skills & Experience

• Minimum of 5 years experience as a techno‑functional Business Analyst in a complex enterprise environment
• Hands‑on Salesforce Service Cloud experience, including case management, routing, workflows, queues, and SLAs
• Proven ability to translate complex business processes into detailed functional requirements, user stories, and acceptance criteria
• Experience supporting omni‑channel intake workflows (Email‑to‑Case, portals, phone/CTI, manual intake)
• Experience supporting Salesforce Service Cloud integrations with contact‑center/CTI platforms (NICE CXone preferred) and Jira, including documenting requirements, data flows, and coordinating UAT, test case development, and data validation
• Proficiency with Jira and Confluence for backlog grooming, documentation, and Agile delivery
• Comfortable operating in complex enterprise environments with governance and change management

Nice to Have Skills & Experience

• Strong exposure to the product side of Salesforce, even without formal product ownership
• Ability to lean into solution design, not just requirements documentation
• Experience in healthcare or other regulated industries Salesforce certifications (nice to have, not required)

Job Description

A client of Insight Global is looking for a Salesforce Service Cloud Business Systems Analyst to support the standardization and operationalization of their enterprise omni‑channel intake platform. This role will play a critical part in translating business processes into scalable Salesforce Service Cloud configurations, supporting integrations with NICE CXone and downstream systems such as Atlassian Jira, ensuring a smooth onboarding experience for client facing teams. This individual will partner closely with Product Managers, Technical Engineering Managers, Salesforce Admins, and business stakeholders to translate messy, inconsistent client‑facing intake workflows into scalable, well‑documented Salesforce Service Cloud solutions. Day to day, this role will focus on solution design, requirements definition, workflow standardization, and integration support across multiple intake channels, while also coordinating UAT, testing, and validation efforts. The analyst will play a key role in driving platform adoption by creating documentation, training materials, and onboarding guides, ensuring new teams can onboard seamlessly without reinventing processes, all while operating within a complex, governed enterprise environment. Pay starting at $65/hour per YOE