Sr. Salesforce Business Analyst - 11086
Bogota, ColombiaFull-TimeMid-levelAnalyst
What You'll Do:
- Requirements Discovery & Process Design:
- Lead discovery sessions with Customer Success and Professional Services stakeholders to document business requirements and "as-is/to-be" workflows.
- Translate complex business needs into detailed user stories, functional specifications, and process flow diagrams.
- Design solutions that balance "out-of-the-box" Salesforce functionality with necessary custom builds.
- PSA & Service Cloud Optimization:
- PSA Management: Optimize project setup, resource management, time/expense tracking, and project accounting (revenue recognition) within the PSA tool.
- Service Excellence: Enhance Service Cloud features including Case Management, Knowledge Base, Omni-Channel routing, and Service Level Agreements (SLAs).
- Cross-Platform Alignment: Ensure seamless data flow between Service Cloud/PSA and our Zuora Billing platform for accurate usage-based billing and renewals.
- Data Integrity & Insights:
- Develop and maintain executive dashboards and reports to track key performance indicators (KPIs) such as Resource Utilization, Project Margin, CSAT, and Time-to-Resolution.
- Conduct User Acceptance Testing (UAT) and manage the end-to-end QA process for new feature releases.
- Own the Services & Support systems backlog, balancing strategic initiatives, technical debt, and operational requests.
- Partner with Product Owners and Developers to manage release readiness, go-live execution, and post-deployment validation.
- Act as the "Source of Truth" for service data, performing regular audits to ensure data hygiene.
- AI Capabilities:
- Agentforce Implementation: Act as the functional lead for Salesforce Agentforce, designing AI agents that can autonomously handle Tier-1 support cases or project updates.
- Predictive Resource Management: Use AI to analyze historical project data to forecast resource needs, identify skill gaps, and predict project margin leakage before it occurs.
- Generative Documentation: Implement AI tools (like Einstein for Service) to automatically generate case summaries, knowledge articles, and project status reports.
- Sentiment & Intent Analysis: Configure Service Cloud AI to identify customer sentiment and intent, ensuring high-priority or at-risk professional services clients are routed to the right experts immediately.
What You Will Bring to Coupa:
- Experience: 5-7 years as a Business Analyst, with at least 3 years specifically focused on the Salesforce ecosystem.
- Domain Expertise: Deep understanding of the Professional Services lifecycle (Resource Management, Project Burn Rates) and Support operations.
- Hands-on experience with PSA tools (e.g., FinancialForce/Certinia, Open Air …).
- Strong configuration skills in Salesforce Service Cloud and Experience Cloud.
- Proficiency in Jira, Confluence, and Lucidchart (or similar visualization tools).
- Soft Skills: Exceptional ability to "translate" between technical developers and non-technical business leaders.
- Experience with utilizing AI tools like agentforce and other GenAI tools to Optimize ServiceCloud and PSA processes
