Salesforce Business Systems Analyst (Service Cloud Case Management & Integrations)

Description:

Role summary Own Salesforce Service Cloud Case Management process design and cross-system integrations. Translate business needs into user stories and specs, configure Salesforce where appropriate, and be hands-on with API testing. Key responsibilities Lead discovery for Case Management (Cases, Email-to-Case, Knowledge, Omni-Channel, Entitlements/Milestones, SLAs); map current future processes and data flows.Write clear user stories and acceptance criteria; manage backlog in Jira/Azure DevOps;