Senior Business Analyst

About the role

We are looking for a Senior Business Analyst to connect business stakeholders with technical teams across a large enterprise Salesforce environment, with a focus on Service Cloud. This person owns requirements from initial discovery through delivery, translating business needs into user stories and functional specifications. The role suits someone equally comfortable in process mapping, stakeholder facilitation, and UAT coordination.

What you will do

• Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.
• Translate business needs into clear, actionable user stories, acceptance criteria, and functional specifications.
• Map current-state and future-state business processes using standard modeling techniques such as BPMN, swimlane diagrams, and data flow diagrams.
• Facilitate requirements review sessions and maintain end-to-end traceability from business need to delivered solutions.
• Collaborate with Product Managers, developers, architects, and QA to ensure requirements are understood and delivered as intended.
• Support User Acceptance Testing by developing test scenarios, coordinating testing cycles, and managing defect triage.
• Analyze data and system configurations to identify gaps, inefficiencies, and improvement opportunities.
• Evaluate the impact of proposed changes across dependent systems and business processes.
• Provide input into integration requirements when solutions involve third-party platforms, APIs, or cross-system data flows.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, and retrospectives, within an iterative delivery model.
• Produce and maintain documentation including business requirements documents (BRDs), process maps, decision logs, and knowledge transfer materials.
• Support change management and stakeholder communication around new feature rollouts.
• Deliver clear, complete, and well-organized documentation within established timelines.
• Adhere to established standards for requirements management and business analysis best practices.
• Proactively communicate project status, risks, dependencies, and open decisions.
• Work efficiently within a defined project scope and contract duration.
• Support testing, deployment, and stabilization efforts by ensuring business readiness and stakeholder alignment.

Must haves

• 5+ years of experience as a Business Analyst in technology-driven environments.
• Strong proficiency in requirements elicitation and documentation, including user stories, BRDs, and acceptance criteria.
• Strong proficiency in business process modeling and analysis.
• Strong proficiency in stakeholder management across both business and technical teams.
• Strong proficiency in UAT planning, coordination, and defect management.
• Demonstrated experience on projects involving CRM platforms (Salesforce preferred) or comparable enterprise systems.
• Familiarity with system integrations, data flows, and API-based connectivity between platforms.
• Hands-on experience with Agile/Scrum delivery methodologies and tools such as Jira and Confluence.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Strong written and verbal communication skills, with the ability to tailor messaging to technical and non-technical audiences.
• Upper-intermediate English level.

Nice to haves

• Experience working in enterprise-scale Salesforce environments (Service Cloud, Omni-Channel, case management workflows).
• Understanding of the Salesforce object model, automation capabilities (Flows, Process Builder), and configuration versus customization trade-offs.
• Familiarity with data migration, reporting/analytics, or integration patterns such as REST APIs and middleware.
• Experience with complex data models, large-scale implementations, or multi-system landscapes.
• Background in contact center operations, customer service, or support technology platforms.
• Experience gathering and documenting requirements for AI-driven features or services, such as predictive routing, intelligent case classification, or generative AI-powered agent assist.
• Familiarity with Salesforce AI capabilities such as Einstein features or AI-powered automation within Service Cloud.
• Ability to define business rules, success metrics, and acceptance criteria for AI-enabled workflows.
• Understanding of data readiness, quality, and governance considerations when scoping AI/ML initiatives.
• Exposure to prompt engineering concepts or evaluating generative AI tools for business process improvement.
• Experience facilitating stakeholder alignment on AI use cases, balancing business value against feasibility and risk.
• Experience working within Service Cloud or a customer service/support operations domain.

Perks

• Growth without limits: build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget
• Competitive compensation: get recognition that reflects your skills and impact, with regular performance and compensation reviews
• Flexibility: work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm
• Meaningful, modern projects: build impactful products using modern technologies alongside global teams and leading brands
• Collaborative culture: join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized
• Well-being & support: access local well-being programs and people-focused support tailored to your location

Have any questions?