We are in search of a **Senior Manager, Business Analysis** specializing in Salesforce Service Cloud for a Case Management Project aimed at enhancing customer service operations.
**Responsibilities**
- Work collaboratively with various stakeholders to understand and specify project requirements
- Evaluate existing workflows and identify optimization opportunities using Service Cloud features
- Engineer solutions within Salesforce Service Cloud that cater to strategic business requirements
- Examine customer service data to spot trends and improvement opportunities
- Suggest configurations in Salesforce Service Cloud consistent with the solution architecture
- Oversee project timelines, deliverables, and dependencies effectively
- Produce comprehensive documentation, including requirements, process maps, and configuration details
- Facilitate discussions and workshops to ensure technical solutions are aligned with business goals
- Tackle issues to provide effective resolutions
- Oversee User Acceptance Testing (UAT) to confirm the solution fulfills business needs
- Develop and conduct training sessions for end-users on the new case management system
- Keep stakeholders continuously updated on project progress
**Requirements**:
- Minimum of 10 years of practical hands-on experience in Salesforce Service Cloud and its case management features
- Minimum of 5 years of experience leading Salesforce Case Management projects as a Business Analyst
- Proficiency in business analysis with expertise in requirements gathering and gap analysis
- Strong familiarity with stakeholder management and engagement
- Strong capability to analyze data and deploy findings for strategic decisions
- Superior communication skills adept at clearly explaining complex technical details
- Understanding of project management methodologies and tools
**Nice to have**
- Qualification in Salesforce Service Cloud




- Capability to design and implement knowledge base integrations
- Background in establishing and configuring custom fields within Salesforce environments
**We offer**
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Monthly non-taxable amount for the electricity and internet bills
EPAM is a leading integral provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

📌 Senior Manager, Business Analysis (Salesforce Service Cloud) (México)
🏢 Epam Systems
📍 México