Salesforce Business Analyst (Customer Experience)
AccentureLet there be change
Skills
Required:
Description
- Collaborate with business and technical stakeholders to gather, analyze and validate requirements for Customer Care solutions.
- Write clear User Stories, acceptance criteria and functional requirements documentation.
- Support solution design discussions, ensuring alignment between business needs and technical implementation.
- Perform impact analysis of changes, identifying risks, dependencies and downstream effects.
- Participate in Customer Care projects, preferably within telecommunications environments.
- Act as a client-facing consultant, building trust through strong communication and facilitation skills.
- Perform end-to-end requirements analysis across Customer Care journeys.
- Work with Salesforce Service Cloud, understanding core concepts and processes (technical exposure is a plus).
- Contribute to solution design activities in collaboration with architects and developers.
- Analyze existing processes and propose improvements focused on efficiency and customer experience.
- Support Agile delivery teams with backlog refinement, clarification sessions and functional guidance.
- Assist change and adoption activities to ensure successful implementation of new solutions.
Requirements
- Solid knowledge of Salesforce Service Cloud (functional, with technical exposure preferred).
- Proven experience writing User Stories, acceptance criteria and functional documentation.
- Experience in requirements analysis, solution design and stakeholder discussions.
- Experience performing impact analysis of functional and system changes.
- Previous experience in Customer Care projects (telecom sector is a strong plus).
- Strong soft skills, with confidence in client-facing roles.
- At least 1 year of relevant professional experience.
- Master’s Degree in a relevant field is valued.
Nice to have
- Experience with Agile methodologies.
- Background in Business Process Design or Analysis.
- Exposure to Change Management activities.
- Experience working in complex, multi‑stakeholder environments.
Perks
- Health insurance;
- Life Insurance and Pension Plan Programs;
- Free medical services at the office (Physician, Nutritionist, Psychologist);
- Wellness programs;
- Flexben Program (Support for Education, Kindergarden, Training, Technology, Health);
- Employee Share Purchase Plan;
- Personalized training paths and access to Udemy and Plurisight Plataforms;
- Flex-ability program (financial and flexible support for people with disabilities);
- Special banking conditions;
- Hybrid working model.
- +12 vacations days (compensation days).
