**We’re seeking a **solution-minded, senior-level Business Systems Analyst** to play a key role in shaping and scaling our global service delivery systems using **Salesforce Service Cloud**. You will act as a **strategic advisor and technical lead**, partnering with executives and cross-functional stakeholders to drive innovation, automation, and operational excellence across **Customer Support, Professional Services, and Revenue Operations**.****This is a **high-impact role** for someone with deep technical expertise, strategic thinking, and a track record of driving transformation using Salesforce. Your work will directly influence how customers experience onboarding, support, and long-term value from our products.****Serve as the **functional and strategic owner** of Service Cloud capabilities — including Case Management, Entitlements, Knowledge, CTI, Omni-Channel, and more.****Translate complex business requirements into **scalable, best-practice Salesforce solutions**.****Optimize and expand **self-service, knowledge base, and community support channels**.*** **10+ years of experience as a Business Systems Analyst or Functional Consultant on the Salesforce platform.*** **5+ years of **hands-on experience with Salesforce Service Cloud** (including Case Management, Knowledge, Entitlements, Milestones, CTI, Chat).*** **Proven expertise configuring Salesforce using **Flows, Validation Rules, Omni-Channel, Page Layouts, and Permission Sets**.*** **Strong familiarity with **Einstein**, Prompt Builder, and Agentforce.*** **Excellent communication skills: ability to translate technical solutions into business value.*** **Strong project and stakeholder management abilities.*** **Experience working in **Agile/Scrum environments** with product and engineering teams.*** **Salesforce Administrator Certification*** **Bachelor’s degree in Business, Computer Science, MIS, or related technical field.*** **Salesforce Advanced Admin, App Builder, or Experience Cloud certifications.*** **Experience with **integration platforms and APIs**.*** **Familiarity with CPQ, Quote-to-Cash, or Subscription Billing platforms.*** **Background in SaaS or global customer operations environments.** #J-18808-Ljbffr