Salesforce Service Cloud Business Analyst

Manulife Financial in Canada is seeking a seasoned business analyst to join the Canadian Segment Operations Excellence Team. You will design and configure Salesforce Service Cloud solutions, document user stories and acceptance criteria, and collaborate with IT partners to ensure successful delivery.

The role focuses on process improvement, KPIs, testing, and coaching junior analysts, with strong emphasis on data models, flows, and case management to support contact center operations.