SAP Success Factor

Job Description Salesforce Service Cloud QA (Senior QA Analyst) Job Summary The Senior QA Analyst Salesforce Service Cloud is responsible for ensuring high-quality delivery of Salesforce Service Cloud implementations focusing on customer service workflows case management processes and agent productivity solutions. The role drives end-to-end quality assurance across Service Cloud functionalities including Case Management Omni-Channel Routing Service Console Knowledge Management and integrations. The analyst ensures that all business requirements are validated thoroughly defects are minimized and releases meet defined quality benchmarks. This role requires close collaboration with business stakeholders product owners developers and support teams to ensure scalable stable and efficient Service Cloud solutions aligned with business objectives. Key Responsibilities Test Strategy & Execution Define and lead QA strategy for Salesforce Service Cloud implementations and releases Design and execute functional regression UAT and end-to-end test cases Ensure traceability across requirements test cases and defects Identify critical test scenarios aligned to customer service workflows Service Cloud Validation Validate core Service Cloud functionalities: Case Management lifecycle Omni-Channel routing and work assignment Service Console usability and configurations Knowledge articles and search functionalities Entitlements and SLA tracking Perform end-to-end validation of service workflows and agent journeys Validate integrations with external systems (APIs third-party tools) Ensure data validation across objects workflows and automation Defect Management & Quality Improvement Drive defect identification triage and prioritization processes Perform root cause analysis and define reproducible defect scenarios Ensure defect closure and regression validation across releases Identify gaps in test coverage and implement improvements Track and report quality metrics and defect trends Automation & Tools Contribute to test automation initiatives and frameworks Execute automation-supported regression suites Use tools such as Jira Test Management tools and API testing tools for quality delivery Collaboration & Governance Participate in Agile ceremonies (Sprint Planning Stand-ups Retrospectives) Collaborate with developers during design validation and sprint execution Ensure adherence to QA standards and governance frameworks Provide QA inputs for release readiness and risk assessment Leadership & Mentorship Mentor junior QA team members and enforce best practices Provide technical guidance on Salesforce Service Cloud testing Drive continuous improvement in QA processes Skills & Capability Requirements Capability Must Have / Nice to Have Level Required Testing Must Have Expert Team Player Must Have Proficient Communication English Speaking Skills Must Have Proficient Problem Solving & Root Cause Analysis Must Have Proficient Attention to Detail & Quality Ownership Must Have Expert Technical Capabilities Technical Capability Must Have / Nice to Have Level Required Salesforce Service Cloud Functionalities (Case Mgmt Omni-Channel Service Console Knowledge) Must Have Proficient Functional Regression & End-to-End Testing Must Have Proficient Defect Management RCA & Bug Triage/Prioritization Must Have Proficient Agile / SDLC Experience Must Have Proficient Familiarity with Modern Testing Tools (Jira Test Mgmt API tools) Must Have Proficient API & Integration Testing Must Have Proficient Test Automation Fundamentals Good to Have Competent Additional Requirements Bachelors degree or equivalent experience 4 6 years in QA / Salesforce testing roles Strong experience in Salesforce Service Cloud implementations Sai (1) PDF Knowledge of Service Cloud features like Case Management Omni-channel Service Console Job Title Word Experience in Agile / Scrum environments Strong stakeholder communication and collaboration skills Career Band & Role Expectations Operates at a Professional / Senior level with strong individual contribution Drives testing excellence within Service Cloud delivery teams Influences QA practices and improves delivery quality Works independently with moderate supervision and mentors peers What Success Looks Like High-quality defect-free Service Cloud releases Strong validation of customer service workflows and processes Reduced production defects and improved QA metrics Effective collaboration across QA product and engineering teams Job Description Salesforce Service Cloud QA (Senior QA Analyst) Job Summary The Senior QA Analyst Salesforce Service Cloud is responsible for ensuring high-quality delivery of Salesforce Service Cloud implementations focusing on customer .