**Senior Salesforce Business Analyst (Customer Experience)** **100% remote** **PERM** **About this role –** The Senior Salesforce Business Analyst will be responsible for improving Customer Experience business processes within the Enterprise Salesforce platform and integrated applications. This individual will serve as a key liaison between business stakeholders and technical teams, to ensure that Salesforce solutions align with strategic initiatives and operational needs. **A typical day will include –** + Meeting with internal business stakeholders and project team members to collaborate on and document requirements for enterprise level business system solutions across the customer experience (Customer Support, Customer Success, Professional Services) applications environment. + Serving as the technical expert and business advocate across operations teams, developers, and software vendors. + Facilitating discovery sessions to gather functional and non-functional requirements, documenting user stories, establishing acceptance criteria, and maintaining technical documentation for assigned operational changes and projects. + Defining solutions with the Salesforce development team and other Business Analysts to coordinate processes improvements and increase efficiency of internal workflows/applications. + Creating test plans and coordinating user acceptance testing (UAT) to ensure solution quality and alignment with business requirements + Partnering with an internal Project Manager to lead enterprise projects and operational enhancements to Salesforce Service Cloud, Experience Cloud, and Agentforce. **This role is a fit for you if –** + You have 5+ years of demonstrated business analysis experience with progressive responsibility in Salesforce Customer Experience projects + You have demonstrated experience solutioning/designing data integrations and transformations across SaaS systems (Salesforce System Admin Certification and/or Salesforce Business Analyst Certification preferred). + You have 3+ years Experience with Salesforce Service Cloud and Experience Cloud + You have working knowledge of implementing Customer Experience processes. + Experience in process redesign for Customer Support, Customer Success and Professional Services processes across a SaaS first system architecture. + You are confident eliciting requirements, facilitating discovery discussions and communicating with varied audiences in a leadership role, as well as translating the business needs into technical requirements. + You enjoy problem solving, documenting solutions, building consensus across teams and developing strong working relationships with your team and stakeholders. + You have a fundamental understanding of data systems and relational databases. **Bonus Points for –** + Salesforce Service Cloud Consultant + Experience with Agentforce or similar AI tool ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.