Business Analyst (Salesforce Service Cloud)

TL;DR

Business Analyst (Salesforce Service Cloud): Improving customer support and onboarding processes on a global booking platform by leveraging Salesforce Service Cloud, with an accent on aligning business needs with technical solutions to enhance automation and user experience. Focus on designing end-to-end Service Cloud processes, managing product backlog, and defining data models for complex case lifecycle management.

Location: Remote within the EU

Company

hirify.global is a technology-driven outsourcing company specializing in custom software development and IT services across various industries globally.

What you will do

• Lead requirements elicitation workshops and mediate between business stakeholders and Salesforce delivery teams.
• Document functional and non-functional requirements, translating business needs into user stories and process flows.
• Maintain and prioritize the product backlog, supporting scope and change control.
• Design end-to-end Salesforce Service Cloud processes, including case lifecycle, omnichannel routing, and SLAs.
• Define data models and field mappings, collaborating with architects and developers on solution feasibility.
• Support iteration planning, backlog refinement, validation, and post-go-live optimization.

Requirements

• Experience as a Business Analyst in CRM or enterprise platforms (Salesforce) for 4+ years.
• Strong hands-on experience with Salesforce Service Cloud, including case management, support workflows, and omnichannel configuration.
• Solid understanding of Salesforce standard objects, data models, flows, automation concepts, and reports.
• Ability to collaborate with architects and developers on Apex and integration topics.
• Experience in Agile or Scrum environments, with strong user story writing and backlog management skills.
• Proficiency with Jira, Confluence, or similar tools.
• English: Intermediate+ (B2) and above.

Nice to have

• Experience with system migrations (Zendesk, Freshdesk, ServiceNow).

Culture & Benefits

• Work with global businesses like Samsung, T-Systems, TUI, and Ryanair.
• Opportunity to attend and participate in company BA meetups and compensation for international professional certificates.
• Salaries pegged to the USD with a benefit package and extensive bonuses.
• Various growth and development opportunities, including technical specialization, resource management, and mentorship.
• Access to hirify.global Knowledge Base for diverse courses (negotiation, PreSale, Agile, API design, SQL, AWS, GDPR, UX/UI).