Salesforce Service Cloud Product Analyst - NO 3rd Party Candidates

Must be local to the Boston, MA office and able to go into the office 3 days/week.

Description

We are seeking a highly motivated Product Analyst to join our team. This role will serve as a bridge between business stakeholders and IT development teams, ensuring that complaint handling processes and systems are optimized to meet business needs and regulatory requirements.

Role Summary: Supporting role for the Product Owner to support business analysis, translate business needs and requirements into user stories for the product backlog for the Salesforce CRM system used by the Commercial organization. The ideal candidate is someone who has extensive experience working with Salesforce along with working in the MedTech space.

Responsibilities

• Partner with business stakeholders to identify, capture, and document business requirements for customer handling processes.

• Develop artifacts such as workflow diagrams, business process maps, use cases, and other documentation to support requirement clarity and alignment.

• Collaborate with IT development teams to translate business requirements into technical solutions, ensuring successful delivery of complaint handling capabilities.

• Support testing, validation, and deployment activities to confirm delivered solutions meet defined requirements and business objectives.

• Continuously assess and recommend improvements to complaint handling processes and systems.

• Understand user needs and translate them into detailed requirements for the build team

• Build use cases, writes, manages and clarifies user stories, visualization, and process flows.

• Explain how requirements may be implemented from a functional standpoint and drive/improve user experience.

• Stay 2-3 sprints ahead of squad and ensures each feature has a clear definition of done; ensures each feature level deliverable is aligned to a definition of readiness to enter sprint.

• Communicate vision to developers and testers. May help write UAT scripts and participate in User Acceptance Testing as needed.

• Document confirmed business processes to serve as reference for development and IT support.

• Apply business process improvement methods for optimization.

• In partnership with the PO, maintain deep understanding of the business processes and requirements to ensure that the squad’s backlog priorities are aligned with business / Group needs.

• Track metrics and build reports to measure progress.

• Help manage dependencies with other squads’, working closely with squad PO, peer PAs and the Product Manager

• Understands portfolio of IT systems that the business uses; may specialize in specific applications

• Support and/or facilitate system demos via inspect and adapt workshops as needed.