Business Analyst

Responsibilities

• Gather and define business requirements to ensure alignment with project objectives.
• Engage stakeholders to validate requirements and prioritize them based on business impact and feasibility.
• Prepare user stories and detailed functional requirements for the harmonized Salesforce Service Cloud and connected technologies (e.g., Sprinklr) and interfaces.
• Use Agile methodologies and tools (Azure Dev Ops, Jira, Confluence, MS Teams) and work on a global Agile team using Project Management Excellence for Integration processes.
• Contribute to the Salesforce Discovery/Design process led by Business, DT, and external partner (Salesforce platform vendor).
• Identify changes and design requirements to integrate Salesforce Service Cloud technology stacks under Corporate Affairs.
• Support the development of key deliverables including Capabilities Blueprint & Prioritization, Future State Architecture, Persona Definitions & User Journeys, Data & Integration Design, Implementation Timeline/Budget/Resource Plan post discovery, and Future State Process Maps.
• Define data requirements, including identifying the need for records consolidation, migration, and designing data integration solutions.
• Analyze and document how processes and ways of working will be impacted by technology changes and vendor consolidations, recognizing that SFSC platform changes will affect contact handling processes and system look/feel.
• Contribute to understanding how the consolidated tech stack will enable the harmonization of Quality Metrics and related critical alert processes, including the impact of data model changes on Quality metric reporting.
• Achieve the design addresses all business requirements.

Qualifications

• Proven experience as a Business Analyst, specifically in the Digital Technology (DT) domain.
• Essential experience with Salesforce Service Cloud in discovery, design, build, test, and deployment phases.
• Demonstrated ability to prepare user stories and translate business requirements into functional and technical specifications for core product and interfaces.
• Experience with Agile methodologies and tools (Azure Dev Ops, Jira, Confluence, MS Teams).
• Experience in data analysis, data migration, data conversion, and data validation, with a strong understanding of data quality and integration design principles.
• Familiarity with contact center operations and vendor management strategies.
• Experience supporting End to End Integration and User Acceptance Testing (UAT).
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication, interpersonal, and presentation skills to engage with diverse global stakeholders and articulate complex information clearly.
• Ability to work effectively in a dynamic, multi-regional environment, demonstrating understanding and consideration for legal and security constraints, particularly in data handling and regional deployments.