Salesforce Business Analyst - Service Cloud

Thunder

Job Overview

Location

Remote US

Job Type

Full-time

Full Job Description

📋 Description

• As a Salesforce Business Analyst specializing in Service Cloud and Experience Cloud, you will be instrumental in delivering sophisticated Salesforce Public Sector solutions for federal clients. This contingent role is contingent upon a successful bid award, positioning you at the forefront of impactful government technology initiatives.
• You will serve as a critical liaison, bridging the gap between complex federal mission requirements and the technical execution of Salesforce solutions. Your primary focus will be on ensuring that these solutions not only meet but exceed the stringent security and compliance standards inherent in federal environments.
• A key aspect of your role will involve leading the elicitation of requirements from cleared federal stakeholders. This will be achieved through hands-on facilitation of discovery workshops, where you will meticulously gather, analyze, and document mission-critical needs.
• You will translate these elicited requirements into clear, actionable user stories and detailed functional specifications. This process demands a deep understanding of both business objectives and the capabilities of the Salesforce platform, particularly Service Cloud and Experience Cloud.
• A significant portion of your responsibilities will include hands-on configuration within Salesforce Service Cloud, Experience Cloud, and Government Cloud Plus environments. You will be responsible for translating user stories into tangible configurations, ensuring the platform is optimized to meet defined business processes and user needs.
• Collaboration with the Federal Solution Architect is paramount. You will work in close partnership to ensure that technical designs are seamlessly aligned with overarching business strategies and mission objectives. This includes ensuring all documentation adheres to federal standards and best practices.
• You will be responsible for developing detailed business process diagrams and call flow designs. These visual aids are crucial for illustrating the intended functionality and user journeys within the Salesforce solutions, supporting the design of scalable and efficient federal systems.
• Supporting client User Acceptance Testing (UAT) is a vital part of the delivery lifecycle. You will work closely with clients to facilitate UAT, gather feedback, and collaborate with development and QA teams to ensure that all solutions meet the rigorous requirements and expectations of federal users.
• You will play a coordinating role with all Delivery resources, including developers, testers, and project managers. This involves assisting in the assignment of work, monitoring progress, and ensuring the delivery of high-quality, compliant, and effective Salesforce solutions.
• Staying abreast of the latest Salesforce trends and innovations is essential. You will be encouraged to explore and propose solutions leveraging emerging capabilities such as Agentforce and AI functionalities, integrating them securely within Government Cloud Plus environments to provide cutting-edge solutions.
• This role requires a proactive approach to problem-solving, a commitment to quality, and the ability to thrive in a dynamic, mission-driven environment. Your contributions will directly impact the effectiveness and efficiency of federal agencies leveraging Salesforce technology.
• You will contribute to the continuous improvement of our delivery methodologies, sharing insights and best practices to enhance our overall service offering within the federal sector.
• The ability to manage multiple priorities, adapt to changing requirements, and maintain a high level of attention to detail will be critical for success in this role.
• You will be a key player in ensuring successful project outcomes, from initial discovery through to deployment and post-implementation support, always with a focus on delivering exceptional value to our federal clients.
• Your expertise will help shape the future of Salesforce implementations within the federal government, driving innovation and efficiency through technology.
• This role offers a unique opportunity to work on challenging and rewarding projects that have a tangible impact on public service and national security.
• You will be an integral part of a team dedicated to excellence, collaboration, and continuous learning in the Salesforce federal space.
• The emphasis on security and compliance within federal environments means your work will be critical in maintaining the integrity and trustworthiness of government systems.
• You will gain invaluable experience working with specialized Salesforce products tailored for government use, expanding your technical skillset and industry knowledge.
• Your ability to articulate complex technical concepts to non-technical stakeholders will be a significant asset in this role.
• You will contribute to a culture of innovation by identifying opportunities to leverage new Salesforce features and functionalities to solve unique federal challenges.
• The remote nature of the role, with occasional travel, offers a balance of flexibility and engagement with key stakeholders and project teams.
• You will be empowered to take ownership of your work, driving solutions from conception to completion and making a visible impact on project success.

🎯 Requirements

• 4-6 years of Salesforce consulting experience, with a proven track record in large-scale Federal environments.
• Extensive hands-on experience with Salesforce Government Cloud Plus, Service Cloud, and Experience Cloud.
• Deep knowledge of the Salesforce ecosystem with advanced expertise in configuration, customization, and business process modeling.
• Proven working knowledge of, or willingness to learn, Agentforce and Salesforce AI capabilities.
• Exceptional stakeholder management skills and the ability to establish credibility with Federal decision-makers.
• Practical expertise in Agile methodology, including managing scrum calls and prioritizing backlogs for complex programs.
• US Citizenship Required, with ability and willingness to obtain security clearance(s).
• Bachelor's degree required.
• Salesforce Certified Administrator and Business Analyst certifications.

🏖️ Benefits

• Comprehensive Benefits with Sequoia: Medical, Dental, Vision, and Employer-Paid Life Disability Insurance.
• Ownership & Impact: Stock options in a fast-moving, high-growth company.
• Level Up Your Career: Real opportunities to grow your Salesforce and Amazon expertise through mentorship, certifications, and hands-on experience with cutting-edge technology.
• People-First Flexibility: A culture that is always listening, evolving, and adapting to employee feedback to ensure professional and personal thriving.

Skills & Technologies

Remote

Degree Required

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About Thunder

Thunder is a boutique consulting partner that specializes in helping organizations leverage Salesforce and Amazon Connect to build innovative AI-powered customer service solutions. They serve a wide range of industries, including technology, media, manufacturing, and federal government, empowering businesses to re-architect their contact centers for eye-popping efficiency. With over 300 customers and a 4.9-star rating on AppExchange, Thunder offers GSI-level talent and US-based teams to deliver AI contact centers with unmatched experience, ensuring clients can confidently launch and manage next-generation customer engagement strategies.

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