Salesforce Service Cloud Product Analyst - NO 3rd Party Candidates
HybridBoston, Massachusetts, United States
Boston, Massachusetts, United StatesHybridContractLarge
ContractLarge
Job Summary
Partner with business stakeholders to identify, capture, and document requirements for customer handling processes within the Salesforce Service Cloud environment. Translate business needs into user stories, build use cases, and manage process flows to align the product backlog with commercial organization goals. Collaborate with IT development teams to define technical solutions, support testing and validation, and facilitate system demos via inspect and adapt workshops. Continuously assess complaint handling systems to recommend improvements and maintain a 2-3 sprint ahead of the squad to ensure clear definitions of done and readiness. Track metrics, manage dependencies across squads, and communicate vision to developers and testers while removing blockers to drive agile delivery.
Required Qualifications
- Must be local to the Boston, MA office
- Must be able to go into the office 3 days/week
- Bachelor's degree in a related major
- 8+ years of experience
- Experience in business analysis, product analysis, or a related role
- Experience ideally within complaint handling or regulated environments (e.g., medical device, pharma, healthcare)
- Experience in Computer System Quality & Validation
- Strong skills in requirements gathering, process mapping, and documentation
- Ability to effectively collaborate with both business and technical stakeholders
- Excellent communication and problem-solving skills
- Leadership skills and behaviors
- Equipped with foundational knowledge and methods to identify, engage, and build empathy with their customers
- Focuses on Business agility, Agile delivery with a fail-fast mindset, and measurable outcomes
- Demonstrated success in leading cross-functional self-organized teams
- Strong problem-solving skills
- Proven knowledge and understanding of Salesforce Service Cloud
- Experience in Salesforce configuration and understanding of configuration limits
- Ability to high-level conceptual solution design
- Ability to manage expectations upfront with business partners based on experience of capabilities and limitations of Salesforce code and configuration
- Experience gathering requirements and translating into a product vision
- Experience managing a product backlog/release plan
- Experience tracking team level metrics
- Experience attending product team ceremonies
- Experience removing blockers
- Experience developing systems and tools to enable customer interactions and collaboration
- Technical Skills in Salesforce Service Cloud
- Technical Skills in Project Management
- Technical Skills in Agile
- Technical Skills in Scrum
Desired Qualifications
- Experience within the MedTech space
- Experience in complaint handling processes and systems
- Experience working with the Salesforce CRM system
- Experience in the life sciences industry
- Experience in customer handling processes
- Experience in regulated environments
- Experience in medical device
- Experience in pharma
- Experience in healthcare
- Experience in business analysis
- Experience in product analysis
- Experience in a related role
- Experience in Computer System Quality & Validation
- Strong skills in requirements gathering
- Strong skills in process mapping
- Strong skills in documentation
- Ability to effectively collaborate with both business and technical stakeholders
- Excellent communication skills
- Excellent problem-solving skills
- Leadership skills
- Leadership behaviors
- Foundational knowledge and methods to identify, engage, and build empathy with their customers
- Focus on Business agility
- Focus on Agile delivery
- Fail-fast mindset
- Measurable outcomes
- Success in leading cross-functional self-organized teams
- Strong problem-solving skills
- Ability to accurately analyze situations
- Ability to reach productive decisions
- Ability to make decisions based on informed judgment
- Proven knowledge and understanding of Salesforce Service Cloud
- Proven knowledge and understanding of standard practices
- Proven knowledge and understanding of technology
- Proven knowledge and understanding of supporting industry principles
- Experience gathering requirements
- Experience translating into a product vision
- Leveraging expertise in product development
- Leveraging expertise in engineering
- Leveraging expertise in UX
- Deep understanding of business/processes
- High-level understanding of high-quality digital product delivery
- Experience managing a product backlog
- Experience managing a release plan
- Tracking team level metrics
- Attending product team ceremonies
- Removing blockers
- Experience developing systems and tools
- Enabling customer interactions
- Enabling collaboration
- Salesforce Experience
- Experience in Salesforce configuration
- Understanding of configuration limits
- Ability to high-level conceptual solution design
- Ability to estimate T-Shirt Size effort
- Little business requirements on-the-spot
- Conversations with business stakeholders
- Ability to manage expectations upfront
- Business partners
- Experience of capabilities
- Limitations of Salesforce code
- Limitations of Salesforce configuration
- Experience in business analysis
- Experience in product analysis
- Experience in a related role
- Ideally within complaint handling
- Ideally within regulated environments
- Medical device
- Pharma
- Healthcare
- Computer System Quality & Validation
- Requirements gathering
- Process mapping
- Documentation
- Effectively collaborate
- Business stakeholders
- Technical stakeholders
- Communication
- Problem-solving skills
- Leadership skills
- Behaviors
- Culture
- Relentlessly focuses
- Helping
- People
- Organizations
- Touch
- Foundational knowledge
- Methods
- Identify
- Engage
- Build empathy
- Customers
- Apply methods
- Daily work
- Business agility
- Agile delivery
- Fail-fast mindset
- Measurable outcomes
- Leading
- Cross-functional
- Self-organized teams
- Problem-solving skills
- Accurately analyze situations
- Reach productive decisions
- Informed judgment
- Proven knowledge
- Understanding
- Salesforce Service Cloud
- Standard practices
- Technology
- Supporting industry principles
- Gathering requirements
- Translating into a product vision
- Leveraging expertise
- Product development
- Engineering
- UX
- Business/processes
- High-level understanding
- High-quality digital product delivery
- Managing a product backlog
- Release plan
- Tracking team level metrics
- Attending product team ceremonies
- Removing blockers
- Developing systems and tools
- Customer interactions
- Collaboration
- Salesforce Experience
- Salesforce configuration
- Configuration limits
- High-level conceptual solution design
- Estimate T-Shirt Size effort
- Business requirements
- Conversations with business stakeholders
- Manage expectations upfront
- Business partners
- Experience of capabilities
- Limitations of Salesforce code
- Limitations of Salesforce configuration
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