Salesforce Business Analyst

Project overview

Our client is seeking a Salesforce Business Analyst to join their team. As a Salesforce Business Analyst, you will be part of the Business Analysis team supporting the Service Operations and Contact Center transformation work. The ideal candidate will have strong requirements gathering skills, the ability to facilitate cross-functional workshops, and a proven track record of translating business needs into clear user stories and acceptance criteria.

Job Title: Salesforce Business Analyst

Project details

Toronto, ON (Hybrid preferred, open to remote)

Pay Range: $65

What's the Job?

What's Needed?

What's in it for me?

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells.

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills.

Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity

Hours: Contract

Reference Number: 417575

Posted: 06/11/2026

Job Type: Contract

Industry: Technology and IT

• Gather, analyze, and document business requirements for the migration to Service Cloud Voice.
• Facilitate workshops with service operations, contact center leadership, and IT stakeholders to define future-state processes and agent workflows.
• Define reporting requirements and success metrics to support the Service Cloud Voice transformation.
• Support backlog creation, user story development, and testing and business readiness activities.
• Assist with user acceptance testing and change management support to ensure smooth adoption.
• Experience gathering and analyzing Salesforce Service Cloud requirements, including service and contact center use cases.
• Strong understanding of contact center operations and customer service processes.
• Ability to map processes and translate them into actionable user stories and acceptance criteria.
• Experience supporting Service Cloud Voice and agent experience transformation initiatives.
• Hands-on support for user acceptance testing and business readiness/change management activities.
• Opportunity to contribute to a Service Cloud Voice migration that improves agent workflows and customer service outcomes.
• Work directly with service operations, contact center leadership, and IT stakeholders to shape future-state processes.
• Use your business analysis expertise to drive clarity across requirements, reporting, and success metrics.
• Support end-to-end delivery activities, including backlog, user stories, testing, and readiness.
• Collaborate in a hybrid-friendly environment with flexibility for remote work.
• as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year
• all confirming our position as the brand of choice for in-demand talent.
• Start: flexible
• Location: CA