Role: Business Analyst – Salesforce Service Cloud

Location: Onsite Newark, NJ - Contract - 6+ Months

Required Qualifications

•           4+ years of BA experience on Salesforce Service Cloud implementations (not just CRM — Service Cloud specifically)

•           Strong understanding of Service Cloud objects: Cases, Entitlements, Queues, Routing Rules, Knowledge, Omni-Channel

•           Experience documenting business processes using tools such as Lucidchart, Visio, or Miro

•           Proficiency with user story writing and tools like Jira or Confluence

•           Comfortable working directly with business stakeholders in a client-facing capacity

•           EST availability (core hours 9am–5pm ET)

 Nice to Have

•           Experience on org merge / Salesforce consolidation projects

•           Exposure to Sprinklr or other digital consumer care channel tools

•           Consumer goods (CPG/FMCG) or contact center industry background

•           Salesforce Admin or Business Analyst certification