We are seeking a **Manager, Business Analysis** specialized in Salesforce Service Cloud for a Case Management Project focusing on optimizing customer service operations.
**Responsibilities**
- Collaborate with various stakeholders to gather and clarify project-specific requirements
- Document existing workflows and pinpoint areas for process optimization using Service Cloud features
- Design solutions within Salesforce Service Cloud that meet the strategic business needs
- Analyze customer service data to identify trends and areas of improvement
- Propose configurations in Salesforce Service Cloud that align with the solution design
- Manage project timelines, deliverables, and dependencies effectively
- Develop comprehensive documentation, including requirements, process maps, and configuration details
- Lead discussions and workshops to align technical solutions with business objectives
- Engage in problem-solving to address challenges and provide effective solutions
- Direct User Acceptance Testing (UAT) activities to ensure the solution meets business needs
- Create and deliver training materials for end-users on the new case management system
- Maintain regular communication with stakeholders to keep them informed on project status
**Requirements**:
- Minimum of 7 years of practical hands-on experience in Salesforce Service Cloud and its case management features
- Minimum of 3 years’ experience leading Salesforce Case Management projects as a Business Analyst
- Proficiency in business analysis with skills in requirements gathering and gap analysis
- Competency in stakeholder management and engagement
- Strong capability to analyze data and utilize findings to inform decision making
- Excellent communication skills capable of explaining intricate technical details succinctly
- Familiarity with project management methodologies and tools
**Nice to have**
- Certification in Salesforce Service Cloud




- Experience in designing and implementing knowledge base integrations
- Background in setting up 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 general 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.

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