Business Process Analyst

• Evaluate existing workflows, procedures, and systems related to Salesforce Service Cloud
• Conduct process mapping and gap analysis to identify inefficiencies and recommend improvements
• Collaborate with department leaders to advise on optimal usage of Salesforce for case management, student support, knowledge management, and agent automation
• Support the configuration and optimization of Service Cloud agents, case routing, and automation processes
• Lead discovery sessions and conduct interviews with advisors, student support teams, and administrators to understand current-state operations
• Research best practices in higher education, particularly in how academic advising and student services are delivered using CRM tools
• Serve as a liaison between functional departments and the Salesforce technical team to translate business needs into system enhancements
• Track and document recommendations, create standard operating procedures (SOPs), and assist in training efforts across departments
• Support the broader implementation of Salesforce Service Cloud across the School of Social Work and affiliated departments

Qualifications:

Required:

• 3+ years of experience in business process analysis, operations, or systems implementation
• Proven experience working with Salesforce, especially Service Cloud
• Strong understanding of workflow automation, agent optimization, and CRM adoption strategies
• Excellent communication and facilitation skills, with the ability to advise and influence stakeholders across all levels
• Experience leading cross-departmental meetings and developing actionable insights
• Demonstrated ability to work within a complex organizational structure such as higher education

Preferred:

• Familiarity with higher education business processes, especially student advising, case management, and academic support
• Experience supporting technology rollouts or CRM optimization across multiple business units
• Salesforce certifications (e.g., Administrator, Business Analyst, or Service Cloud Consultant)
• Experience with tools such as Salesforce Knowledge, Omni-Channel, Einstein Search, or Service Console