Business Analyst – Service Cloud & Agentforce
Brisbane, Australia
Full time role
(Australian citizen or PR only)
Role Overview
We are seeking a Business Analyst – Service Cloud & Agentforce to lead requirements definition, operational process mapping, and AI-enabled service transformation initiatives.
This role will partner with service operations, digital teams, internal SRG stakeholders, and Salesforce Professional Services to design scalable, AI-enabled service experiences across brands.
Core Responsibilities
* Service Transformation & Use Case Definition
o Lead workshops with service teams to define:
o Automation opportunities
o Define Agentforce use cases such as:
+ AI-assisted case summarisation
+ Suggested responses
+ Automated task routing
o Translate objectives into:
+ Epics
+ Acceptance criteria
+ Success metrics (AHT, FCR, CSAT)
* AS-IS / TO-BE Operational Design
o Document current‐state service workflows
o Identify inefficiencies and manual dependencies
+ Service Cloud
+ AI‐driven assistance (Agentforce)
+ Service agents
+ Digital channels
+ Backend systems
* AI & Agentforce Governance Support
o Define business rules for:
+ AI suggestions and approvals
+ Human‐in‐the‐loop controls
+ Escalation triggers
o Document guardrails and data access boundaries
o Partner with Architect on:
+ Prompt governance (business perspective)
+ Audit and explainability requirements
* Cross‐Functional Collaboration
o Service operations
o IT
o Salesforce Professional Services
o Ensure requirements are testable and measurable
o Support UAT and change impact assessment
o Assist with training material inputs and rollout planning
Required Experience
* Strong experience with:
o Salesforce Service Cloud
o Workflow automation
o Agentforce or similar AI copilots (preferred)
* Experience in service transformation programs
* Understanding of service KPIs:
o Average handle time (AHT)
o SLA adherence
* Ability to translate operational pain points into scalable requirements
Business Analysis Expertise
* Ability to design process flows across multiple systems
* Experience working in structured Agile delivery environments
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