Requirements

- 6+ years in a Business System Analyst role, with demonstrated hands-on experience developing business relationships and creating requirement definitions, user stories, functional specifications, test cases, and root cause analyses

- Hands-on experience in developing and deploying SFDC Service Cloud solutions

- Experience in designing and implementing new Salesforce objects, workflow rules, custom layouts, and other standard Salesforce customization

- Deep understanding of the Issue to Resolution process including entitlements, milestones, case management, Knowledgebase, customer communities, etc

- Strong analytical skills with the ability to translate business requirements into functional and technical specifications

- Experience defining business requirements, writing user stories, and providing detailed Salesforce system and functional designs

- Experience working in both Waterfall and Agile methodologies

- Meticulous attention to detail, excellent interpersonal skills, and a strong sense of ownership

- Must be able to communicate well both verbally and in writing (including documentation)

- Must have excellent project management skills and be able to juggle multiple tasks and assignments while independently setting own priorities to meet deadlines

- Experience with Service Cloud, Knowledge, Live Agent, Customer Community, Chatter and understanding web services API