- Chicago, Illinois, United States
- Full-time
- $101K–$183K per year
Business analyst focused on Salesforce Service Cloud to translate customer service needs into prioritized backlog and analytics requirements.
Compensation
The base compensation range for this role in the posted location is: $101,140-$182,624.
Responsibilities
- Translate customer service and contact center needs into a prioritized backlog spanning service workflows, customer context and operational analytics.
- Facilitate discovery around railcar visibility at first contact, proactive delay alerts and the unified agent desktop.
- Document service journeys and requirements for digital engagement, customer community, chat and voice workflows.
- Define the tracking, billing and interaction data agents need, including business rules and acceptance criteria for unified service context.
- Specify Tableau service dashboards, role-based reporting requirements and operational measures with business stakeholders.
Requirements
- Nice to have: Data Cloud
- Nice to have: Tableau
- Nice to have: voice-channel implementations