Analista de información de negocios

Softtek; Bogotá ciudad; On-site; COP 90,000,000 - 150,000,000; Full time

Job summary

Softtek seeks a senior Business Analyst/Functional Consultant with 7+ years of experience in CX transformation to lead discovery, requirements, and SAP CX implementations across the enterprise in Bogotá. You will gather, document, analyze, and validate requirements, collaborating with stakeholders, architects, and delivery teams.

Responsibilities include designing SAP CX solutions (Sales/Service Cloud V2, Emarsys), defining user stories and acceptance criteria, supporting testing (UAT) and

Qualifications

• 7+ years of experience in roles such as Business Analyst, Functional Consultant, Product Owner, or similar in CX transformation.
• Proven expertise in SAP CX solutions (Sales Cloud V2, Service Cloud V2, or Emarsys).
• Strong gathering, documenting, analyzing, and validating requirements.
• Deep understanding of sales, service, or customer engagement processes.
• Ability to translate objectives into scalable SAP CX solutions.
• Knowledge of integrations, APIs, data management, and reporting frameworks.
• Experience creating user stories, acceptance criteria, process maps, and specs.
• Experience in Agile environments with Jira/Confluence.
• Testing support including UAT, validation, and defect management.
• Collaborate with stakeholders, architects, developers, and project teams.

Responsibilities

• Lead discovery sessions and requirements-gathering with business stakeholders.
• Analyze and document business, functional, and non-functional requirements.
• Design and optimize processes within SAP Sales Cloud V2, SAP Service Cloud V2, or SAP Customer Engagement (Emarsys).
• Translate business objectives into scalable SAP CX solutions.
• Define user stories, acceptance criteria, process flows, and functional specs.
• Collaborate with architects and tech teams on integrations and data strategies.
• Support testing activities including test strategy, UAT coordination, and validation.
• Identify opportunities for process improvement, automation, and innovation.
• Act as trusted advisor to stakeholders with best-practice recommendations.
• Mentor Business Analysts and promote standards and methodologies.
• Ensure alignment between objectives, technology, and deliverables.
• Support delivery teams through implementation and post-go-live activities.

Skills

Business Analyst

Functional Consultant

Product Owner

Requirements gathering

Requirements analysis

Requirements validation

Sales processes

Service processes

Customer engagement

Solution design

Integrations

APIs

Data management

Reporting frameworks

Enterprise architecture

User stories

Acceptance criteria

Process maps

Functional specifications

Business documentation

Agile methodologies

UAT

Testing support

Defect management

Stakeholder collaboration

Communication

Stakeholder management

Strategic thinking

Problem solving

Influencing

Facilitation

Workshops

Multitasking

Mentoring

Coaching

Analytical skills

Organization

SAP CX Certs

SAP BTP

SAP Integration Suite

S/4HANA integrations

AI in CX

CRM

Marketing automation

Customer service platforms

Customer data solutions

Tools

Jira

Confluence

Job description

• 7+ years of experience as a Business Analyst, Functional Consultant, Product Owner, or similar role in enterprise Customer Experience (CX) transformation initiatives.
• Proven expertise in at least one of the following SAP Customer Experience solutions:
• Strong experience gathering, documenting, analyzing, and validating business and functional requirements.
• Deep understanding of sales, service, or customer engagement business processes.
• Experience defining scalable business solutions aligned with organizational goals and industry best practices.
• Strong knowledge of integrations, APIs, data management, reporting frameworks, and enterprise architecture concepts.
• Experience creating user stories, acceptance criteria, process maps, functional specifications, and business documentation.
• Experience working within Agile delivery environments and using tools such as Jira and Confluence.
• Experience supporting testing activities, including UAT, validation, and defect management.
• Ability to collaborate effectively with business stakeholders, architects, developers, and project teams.

Required – Soft Skills

• Excellent communication and presentation skills.
• Strong stakeholder management and business relationship-building abilities.
• Strategic thinking and problem-solving mindset.
• Ability to influence decisions across business and technology teams.
• Strong facilitation and workshop leadership capabilities.
• Ability to drive multiple initiatives simultaneously.
• Mentoring and coaching skills for junior team members.
• Strong organizational and analytical skills.

Nice to Have (Technical Skills)

• SAP CX certifications related to Sales Cloud V2, Service Cloud V2, or Emarsys.
• Experience with SAP BTP, SAP Integration Suite, and SAP S/4HANA integrations.
• Knowledge of AI-driven customer engagement and automation capabilities.
• Familiarity with CRM, marketing automation, customer service platforms, and customer data solutions.

Responsibilities (Activities to Perform)

• Lead discovery sessions, workshops, and requirements-gathering activities with business stakeholders.
• Analyze and document business, functional, and non-functional requirements.
• Design and optimize business processes within SAP Sales Cloud V2, SAP Service Cloud V2, or SAP Customer Engagement (Emarsys).
• Translate business objectives into scalable and efficient SAP CX solutions.
• Define user stories, acceptance criteria, process flows, and functional specifications.
• Collaborate with architects and technical teams to define integrations, data strategies, and solution designs.
• Support testing activities, including test strategy definition, UAT coordination, and solution validation.
• Identify opportunities for process improvement, automation, and innovation.
• Act as a trusted advisor to business stakeholders and provide recommendations aligned with industry best practices.
• Mentor Business Analysts and promote standards, methodologies, and best practices.
• Ensure alignment between business objectives, technology solutions, and project deliverables.
• Support delivery teams throughout implementation, deployment, and post-go-live activities.

Required Languages

• English: Upper-Intermediate to Fluent (B2+ / C1)

Additional Information

Location

Travel Requirements

• Occasional travel may be required based on client or project needs.

Special Conditions

• Candidates must have expertise in at least one of the following solutions: SAP Sales Cloud V2, SAP Service Cloud V2, or SAP Customer Engagement (Emarsys).
• Experience interacting with senior business stakeholders and cross-functional teams is required.
• Experience in enterprise digital transformation initiatives is highly preferred.
• The role requires strong business analysis, stakeholder management, and SAP CX functional expertise.