We are seeking an experienced Business Analyst – Service Cloud & Agentforce to support a major service transformation initiative in case management and AI-enabled service optimisation. This role will play a critical part in bridging operational service requirements with scalable Salesforce solutions, ensuring measurable improvements across service performance and customer experience. In this role, you will be involved in service discovery workshops, operational process mapping, AI-enabled use case definition, stakeholder engagement, solution design support, testing coordination and delivery enablement. What we are looking for. Proven Salesforce Service Cloud expertise including omni-channel case management and workflow automation Experience defining service KPIs such as AHT, FCR and SLA adherence Exposure to AI-enabled service tools (Agentforce or similar copilots highly regarded) Strong AS-IS / TO-BE process mapping capability across multiple systems Demonstrated ability to translate operational pain points into structured epics, user stories and acceptance criteria Skilled in facilitating workshops and engaging service stakeholders Experience supporting UAT and implementation readiness Familiarity with structured Agile delivery environments Strong communication, documentation and stakeholder management skills This is an exciting 6-month contract (with strong likelihood of extension) to join a high-impact transformation program where AI and automation are reshaping frontline service delivery. You will work in a collaborative environment focused on measurable outcomes and scalable service design. To apply, submit your application through SEEK, or email your resume to tony@grittalent.com. Feel free to call Tony on 0482085522 with any questions about the role!