About the Business Process Analyst Role

Join a prestigious large academic institution through Robert Half as a Business Process Analyst specializing in Salesforce Service Cloud. Located in Piscataway, New Jersey, this full-time contract-to-hire opportunity offers a competitive hourly rate of $39.59, with potential for long-term placement and excellent benefits. As a key player in optimizing student-facing services, advisor workflows, and internal processes, you'll bridge business operations and technical development to maximize the institution's Salesforce investment.

This role is perfect for process improvement experts passionate about higher education. You'll evaluate workflows, conduct gap analyses, and recommend enhancements that streamline case management, student support, knowledge management, and agent automation. Working closely with department heads, advisors, and Salesforce developers, you'll drive efficiency in a dynamic academic environment. If you thrive on turning complex processes into streamlined operations using CRM tools like Salesforce Service Cloud, this position at this renowned institution is your next career step.

Robert Half places top talent in leading organizations, and this role exemplifies our commitment to connecting skilled professionals with impactful opportunities in the Salesforce ecosystem. Piscataway, NJ, offers a vibrant location near top universities and tech hubs, making it ideal for CRM specialists seeking growth in education technology.

Key Responsibilities

• Evaluate existing workflows, procedures, and systems related to Salesforce Service Cloud to pinpoint areas for enhancement.
• Conduct comprehensive process mapping and gap analysis to identify inefficiencies and deliver actionable improvement recommendations.
• Collaborate with department leaders across academic advising, student support, and administration to optimize Salesforce usage for case management, knowledge bases, and agent automation.
• Support configuration and fine-tuning of Service Cloud features, including agents, case routing rules, and automation processes.
• Lead discovery sessions, facilitating interviews with advisors, student support teams, and administrators to deeply understand current-state operations.
• Research and apply industry best practices in higher education CRM, focusing on academic advising and student services delivery.
• Act as a vital liaison between functional departments and the Salesforce technical team, translating business requirements into technical enhancements.
• Track, document, and prioritize recommendations; develop standard operating procedures (SOPs); and support department-wide training initiatives.
• Contribute to the enterprise-wide rollout of Salesforce Service Cloud across academic and administrative units, ensuring seamless adoption.

Required Qualifications

To excel as our Business Process Analyst, bring 3-5 years of experience in business process analysis, preferably with Salesforce Service Cloud in higher education or service-oriented sectors. Key qualifications include:

• Hands-on expertise in Salesforce Service Cloud, including case management, automation, and configuration.
• Strong analytical skills for process mapping, gap analysis, and workflow optimization.
• Proven ability to collaborate with stakeholders, conduct interviews, and lead discovery sessions.
• Familiarity with higher education workflows, such as academic advising and student services.
• Research acumen for CRM best practices and SOP development.
• Excellent communication skills to serve as a business-technical liaison.
• Salesforce certifications (e.g., Service Cloud Consultant) highly preferred.
• Bachelor's degree in Business Analysis, IT, or related field.

Candidates must be proactive, strategic thinkers comfortable in fast-paced academic settings. Experience with tools like Lucidchart for process mapping or familiarity with Einstein bots is a plus.

Why Join Us?

Partner with Robert Half for unparalleled career support, competitive compensation, and access to a network of elite opportunities. Enjoy benefits like comprehensive health coverage, 401(k) matching, PTO, and professional growth resources. Work onsite in Piscataway, NJ, at a leading academic institution shaping the future of education through innovative Salesforce solutions. Advance your career in edtech while making a real impact on student success. Apply today through Robert Half and elevate your expertise in Business Process Analysis!

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