Sr Business Systems Analyst (Salesforce Service Cloud/ Experience Cloud)

Product Ownership & Strategy: Own the product vision, roadmap, and backlog for assigned Salesforce CX capabilities across Service Cloud, Experience Cloud, and related customer support solutions, ensuring alignment with business objectives, customer needs, and enterprise technology strategy. Roadmap & Prioritization: Develop and continuously manage the product backlog by evaluating business value, customer impact, dependencies, risks, and delivery effort. Make informed prioritization recommendations and clearly communicate trade-offs to stakeholders. Customer & Business Advocacy: Develop a strong understanding of customer, support-agent, and business-user journeys. Identify pain points and opportunities to simplify processes, improve self-service, increase agent productivity, and enhance the overall customer experience. Requirements & User Stories: Translate business objectives and customer needs into clear product requirements, epics, features, user stories, acceptance criteria, process flows, and measurable outcomes that engineering teams can successfully execute. Stakeholder Management: Build and maintain strong relationships with global and regional business stakeholders, Customer Support teams, Product Management, Engineering, Architecture, Operations, and other cross-functional teams. Discovery & Solution Definition: Lead discovery sessions, workshops, process reviews, and solution discussions to understand business problems and define scalable solutions. Challenge requirements where appropriate and focus on solving the underlying business or customer problem. Salesforce Solution Leadership: Partner with Salesforce architects and engineering teams to define solutions that leverage Salesforce capabilities and best practices, with an emphasis on configuration and out-of-the-box capabilities before customization. Agile Delivery: Serve as the primary product representative within the Agile delivery team. Participate in backlog refinement, sprint planning, daily collaboration, demos, retrospectives, and release planning while ensuring the team has clear priorities and requirements. Cross-Functional Collaboration: Work closely with Salesforce developers, technical leads, architects, integration teams, UX, QA, Data/Analytics, and other Product Owners to deliver cohesive end-to-end customer experiences across platforms. Release & Quality Ownership: Partner with Engineering and QA to ensure solutions meet functional requirements and acceptance criteria. Support UAT, release readiness, go-live activities, production validation, and post-launch stabilization. Product Adoption & Continuous Improvement: Monitor product adoption, customer feedback, operational metrics, support trends, and business outcomes to identify opportunities for continuous improvement and future roadmap investments. Platform Governance & Scalability: Ensure solutions align with Salesforce platform standards, architectural principles, security requirements, integration patterns, and long-term scalability. Dependency & Risk Management: Proactively identify cross-team dependencies, delivery risks, technical constraints, and blockers and work with appropriate stakeholders to drive timely resolution. Product Communication: Clearly communicate roadmap priorities, product decisions, release plans, business value, risks, and delivery status to stakeholders and leadership. 5+ years of relevant experience, including experience in Product Ownership, Product Management, Business Systems Analysis, or similar roles delivering enterprise technology solutions. 3+ years of Salesforce experience, preferably with significant hands-on functional experience across Service Cloud and Experience Cloud. Strong understanding of Customer Experience and Customer Support processes, including case management, omnichannel support, knowledge management, customer self-service, digital communities/portals, entitlements, SLAs, workflow automation, collaboration, and reporting/analytics. Demonstrated experience owning and prioritizing an Agile product backlog, including writing epics, features, user stories, and acceptance criteria. Experience leading product discovery, requirements workshops, stakeholder discussions, backlog refinement, sprint planning, and product demonstrations. Strong understanding of Salesforce platform capabilities, configuration options, integration patterns, best practices, and platform limitations, with the ability to communicate these effectively to both business and technical audiences. Ability to evaluate competing requirements and make or facilitate data-driven prioritization and trade-off decisions based on customer impact, business value, technical complexity, risk, and strategic alignment. Strong customer-centric mindset with demonstrated ability to translate customer and business problems into scalable product capabilities. Experience collaborating with Salesforce architects, developers, integration teams, QA, UX, and business stakeholders throughout the product development lifecycle. Strong analytical and problem-solving skills with the ability to navigate ambiguity and complex cross-functional environments. Excellent written and verbal communication skills, including the ability to communicate technical concepts to business stakeholders and business objectives to technical teams. Strong organizational and stakeholder-management skills with the ability to manage multiple priorities in a dynamic environment. Salesforce certifications such as Service Cloud Consultant, Experience Cloud Consultant, Business Analyst, or Platform App Builder. Experience working with large-scale, global Salesforce implementations supporting enterprise Customer Support organizations. Experience with Salesforce Experience Cloud customer portals/communities, including authenticated customer experiences and self-service capabilities. Understanding of Salesforce integrations, APIs, data models, automation, security, and identity/access concepts. Experience defining and tracking product KPIs, including adoption, customer satisfaction, self-service utilization, case deflection, support productivity, and operational efficiency. Experience with Jira, Azure DevOps, ServiceNow, or similar Agile/ITSM platforms. CSPO, PSPO, SAFe Product Owner/Product Manager, or equivalent Product Ownership certification is a plus.