We are looking for a seasoned Salesforce Service Cloud Business Analyst to join our team.
As a Salesforce Service Cloud Business Analyst, you will be responsible for analyzing, designing, and implementing Service Cloud solutions to modernize and enhance the contact center operations in the health insurance sector. This role requires a deep understanding of customer service processes, Salesforce capabilities, and health insurance regulations.
Responsibilities
- Collaborate with stakeholders to understand business needs, customer service challenges, and regulatory requirements
- Define the vision for optimized service capabilities, leveraging Salesforce Service Cloud, Einstein AI, and other relevant technologies
- Perform capability mapping and design high-level target states to meet the service needs, establishing a strategic roadmap for Service Cloud deployment
- Conduct assessments to understand the current state of customer service technology, processes, and agent/customer experiences, followed by recommendations for improvements
- Unify organizational data and automate processes to enhance service performance and agent productivity
- Develop documentation and training materials to ensure stakeholders are proficient with new tools and processes
- Clearly document field mappings, data transformations, and workflows between Salesforce and external systems
- Collaborate with technical teams (developers, architects) to ensure mappings align with system design and business processes
- Support process & data mapping and translation to business language
Requirements
- Extensive experience (3+ years) with Salesforce Service Cloud Platform
- Strong background in business analysis, particularly in the healthcare and insurance industries
- Familiarity with AI-driven automation and digital engagement strategies
- Knowledge of health insurance and customer service best practices
- Excellent communication and stakeholder management skills
- Fluency in English, both written and spoken, at a minimum B2 level
We offer
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We gather like-minded people:
- Engineering community of industry professionals
- Friendly team and enjoyable working environment
- Flexible schedule and opportunity to work remotely within Poland
- Chance to work abroad for up to 60 days annually
- Business-driven relocation opportunities
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We provide growth opportunities:
- Outstanding career roadmap
- Leadership development, career advising, soft skills, and well-being programs
- Certification (GCP, Azure, AWS)
- Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
- English classes
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We cover it all:
- Stable income (Employment Contract or B2B)
- Participation in the Employee Stock Purchase Plan
- Benefits package (health insurance, multisport, shopping vouchers)
- Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
- Referral bonuses
- Corporate, social and well-being events
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Please, note:
- The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.
- We will reach out to selected candidates exclusively.
EPAM is a leading global 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.