Salesforce Service Cloud Business Analyst

Job Summary

At Cognex, we are committed to delivering best-in-class customer experiences powered by connected technology and data-driven insights. As we continue to expand and enhance our use of Salesforce, we’re seeking a Salesforce Business Analyst with expertise in Service Cloud for continued support and further development of our Salesforce Service Cloud.

In this role, you will work closely with cross-functional teams to support analysis and solution enhancements to our Salesforce Service Cloud environment. This role is ideal for a business analyst with an understanding of Service Cloud and Agentforce functionalities, and a proven track record of collaborating with various functional teams in delivering system changes on time and per stakeholder requirements.  You will be a key member of the team responsible for liaising between business stakeholders and the Salesforce technical team, focusing on process improvement, automation, and user experience within the Service Cloud environment.

Essential Functions

• Assist in gathering and documenting business requirements for enhancements within Salesforce Service Cloud. Support the translation of requirements into user stories, acceptance criteria, and basic functional specifications under the guidance of senior team members.
• Understand current customer support processes and identify areas for optimization or automation.
• Collaborate with business and technical teams to improve business process and systems for case management, omni-channel routing, entitlements, Agentforce and CRM Analytics.
• Coordinate and support user testing and change management efforts.

• Ensure alignment of system design with Salesforce best practices.
• Support collaboration with key stakeholders to help develop training materials, documentation, and communications for Salesforce users.

Knowledge, Skills & Abilities

• Salesforce certifications such as Service Cloud Consultant, Certified Agentforce Specialist, Business Analyst, or Administrator strongly preferred
• Experience working with Jira, Confluence, and Agile methodologies
• Experience with integrations between Salesforce and other enterprise systems (SAP, Vonage, Slack, etc.)
• Experience with GenAI, Agentforce and/or Experience Cloud

Minimum Education and Work Experience Required

• Bachelor’s degree in Business, Information Systems, Computer Science, or related field.
• 3+ years of experience as a Salesforce Business Analyst or Consultant.
• 2+ years of hands-on experience with Salesforce Service Cloud, including case management, workflows, omni-channel support, entitlements, SLAs, and reporting.
• Strong experience in documenting business requirements and translating them into technical deliverables.
• Excellent communication skills and comfort working with both technical and business stakeholders.
• Ability to work effectively with guidance while building independence in fast-paced environments