Job Description
Job Summary
At Cognex, we are committed to delivering best-in-class customer experiences powered by connected technology and data-driven insights. As we continue to expand and enhance our use of Salesforce, we’re seeking a Salesforce Business Analyst with expertise in Service Cloud for continued support and further development of our Salesforce Service Cloud. In this role, you will work closely with cross-functional teams to support analysis and solution enhancements to our Salesforce Service Cloud environment. This role is ideal for a business analyst with an understanding of Service Cloud and Agentforce functionalities, and a proven track record of collaborating with various functional teams in delivering system changes on time and per stakeholder requirements. You will be a key member of the team responsible for liaising between business stakeholders and the Salesforce technical team, focusing on process improvement, automation, and user experience within the Service Cloud environment.
Essential Functions
Assist in gathering and documenting business requirements for enhancements within Salesforce Service Cloud. Support the translation of requirements into user stories, acceptance criteria, and basic functional specifications under the guidance of senior team members. Understand current customer support processes and identify areas for optimization or automation. Collaborate with business and technical teams to improve business process and systems for case management, omni-channel routing, entitlements, Agentforce and CRM Analytics. Coordinate and support user testing and change management efforts. Ensure alignment of system design with Salesforce best practices. Support collaboration with key stakeholders to help develop training materials, documentation, and communications for Salesforce users. Knowledge, Skills & Abilities Salesforce certifications such as Service Cloud Consultant, Certified Agentforce Specialist, Business Analyst, or Administrator strongly preferred
Experience
working with Jira, Confluence, and Agile methodologies
Experience
with integrations between Salesforce and other enterprise systems (SAP, Vonage, Slack, etc.)
Experience
with GenAI, Agentforce and/or
Experience
Cloud Minimum
Education
and Work
Experience
Required Bachelor’s degree in Business, Information Systems, Computer Science, or related field. 3+ years of experience as a Salesforce Business Analyst or Consultant. 2+ years of hands-on experience with Salesforce Service Cloud, including case management, workflows, omni-channel support, entitlements, SLAs, and reporting. Strong experience in documenting business requirements and translating them into technical deliverables. Excellent communication skills and comfort working with both technical and business stakeholders. Ability to work effectively with guidance while building independence in fast-paced environments Additional Job Description WE MAKE COMPUTERS THAT CAN SEE Cognex is the largest, most successful and most recognized global player in industrial machine vision. Using advanced optics, image sensors, and artificial intelligence software Cognex vision and ID systems capture an image, then analyze it to make sense of what’s being seen. Companies use Cognex vision and ID in their manufacturing processes to improve product quality, guide assembly robots, and track items through each stage of production and distribution. Cognex is focused entirely on solving the toughest problems in industrial machine vision and ID, and we have sold more solutions in these areas than any other company in the world. More than a billion products are made each day using Cognex vision. The only thing smarter than our vision and ID systems are the people that stand behind them. One of them could be you!