Lead Business Analyst — Salesforce Service Cloud (Techno Functional)
Enterprise Solutions Inc.Role Overview
Enterprise Solutions Inc. is hiring a Lead Business Analyst — Salesforce Service Cloud (Techno Functional). This is a contract hybrid role, based in CA. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
Job Title: Lead Business Analyst — Salesforce Service Cloud (Techno‑Functional) Location: Vancouver, BC (Hybrid-Remote)
Type: Contract Role Summary
Own end-to-end business analysis for Service Cloud initiatives. Act as the techno-functional bridge across business, product, and engineering. Drive discovery, map processes, shape backlog/requirements, and ensure scalable SFSC solutions aligned to business goals.
Key Responsibilities
- Lead workshops for discovery, process re-engineering (As Is/To Be), and solution framing.
- Translate business outcomes into epics, user stories, and acceptance criteria (INVEST).
- Define/validate SFSC capabilities (Cases, Omni Channel, Knowledge, CTI, Digital Engagement, Entitlements/SLAs).
- Partner with Solution Architect/Engineering to design scalable SFSC/Platform solutions (incl. Flows vs Apex trade-offs).
- Own requirements traceability through build, UAT, and launch; manage change & release readiness.
- Data mapping, integrations requirements (REST/SOAP, eventing, Middleware), and reporting/analytics needs.
- Establish BA standards: backlog hygiene, prioritization, OKRs, value realization.
Required Skills
- 7–10+ years as BA/PO in CRM/Service; 4+ years on Salesforce Service Cloud.
- Strong SFSC process knowledge (case lifecycle, routing, entitlements, macros, omni, digital channels).
- Hands-on with declarative tools (Flows, Approvals), data model, security, permissions.
- Strong documentation skills (BPMN, user stories, wireframes), and UAT leadership.
- Understanding of integrations, APIs, and data migration approaches.
- Excellent stakeholder management; comfortable influencing across business & tech.
Preferred / Nice to Have
- Exposure to AI features (Einstein Bots/Copilot for Service, Article Recommendations).
- Contact center integration (CTI, Amazon Connect/Genesys/Nice).
- Certifications: Salesforce Business Analyst, Service Cloud Consultant, Admin.
Interview Focus
Process design depth, SFSC functional expertise, story writing & acceptance criteria, integration thinking, stakeholder influence.
Frequently Asked Questions
How do I apply for the Lead Business Analyst — Salesforce Service Cloud (Techno Functional) position at Enterprise Solutions Inc.?
Use the Apply button above to submit your application directly to Enterprise Solutions Inc.. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Is the Lead Business Analyst — Salesforce Service Cloud (Techno Functional) role at Enterprise Solutions Inc. remote or in-office?
This is a hybrid role based in CA. Expect a mix of in-office and remote days, with the specific cadence set by the hiring manager.
What does a Lead Business Analyst — Salesforce Service Cloud (Techno Functional) at Enterprise Solutions Inc. earn?
Enterprise Solutions Inc. has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Lead Business Analyst — Salesforce Service Cloud (Techno Functional) role at Enterprise Solutions Inc. posted?
This role was posted on April 15, 2026 (54 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
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