Salesforce business analyst in customer service

NTT DATA Europe & Latam; Barcelona; Hybrid; EUR 55,000 - 80,000; Full time

Job summary

NTT DATA Europe & Latam ищет лид-аналитика Salesforce, который будет вести функциональные обсуждения по проектам Salesforce, где служба поддержки — двигатель трансформации отношений с клиентами. Вы будете работать на стыке бизнеса и технологий, участвовать в фазе оценки и превращать проблемы в приоритетные и реализуемые решения.

Задачи: проводить воркшопы, анализировать процессы обслуживания клиентов в Service Cloud, выполнять фит-геп анализ, формулировать требования и критерии приемки,

Qualifications

• Опыт работы в роли Salesforce Business Analyst/Functional Lead.
• Глубокие знания Salesforce Service Cloud и процессов обслуживания клиентов.

Responsibilities

• Проведение воркшопов и рабочих встреч с бизнесом, технологической командой и клиентами.
• Анализ процессов обслуживания клиентов и сопоставление с функциональными возможностями Salesforce (Service Cloud).
• Проведение фит-гэп анализа и определение функциональных альтернатив.
• Управление требованиями от определения до внедрения и сохранение трассируемости.
• Поддержка User Acceptance Testing (UAT) и координация с менеджером проекта по рискам и зависимостям.

Skills

Salesforce экспертиза

Управление заинтересованными сторонами

Аналитическое мышление

Перевод требований

Tools

Salesforce Service Cloud

Salesforce Sales Cloud

Job description

Описание:

At NTT DATA, we are looking for someone to lead functional discussions on Salesforce projects where Customer Service is more than just a tool: it is a lever for transforming the relationship between organizations and their customers. As a Salesforce Lead Business Analyst, you will work at the intersection of business and technology. You will play an important role from the assessment phase, helping turn operational challenges, customer service needs and complex processes into clear, prioritized and viable functional decisions for implementation in Salesforce. We are not just looking for someone to gather requirements. We are looking for someone who can challenge, organize and shape solutions with real impact.

Задачи:

Lead workshops and working sessions with business, technology and client teams to understand needs, identify opportunities and align priorities. Analyze customer service processes and map functional capabilities in Salesforce environments, mainly Service Cloud. Conduct fit-gap analysis with the technical team, defining functional alternatives that balance business value, user experience and feasibility. Guide requirements as they evolve from definition through implementation, maintaining functional traceability throughout the project. Facilitate functional decisions, resolve questions and manage impacts resulting from changes in scope or priorities. Support user acceptance testing (UAT), validating that the solution meets the agreed processes and objectives. Act as the functional lead and main connection between the business teams, technical team and project management. Work closely with the Project Manager to anticipate risks, dependencies and decisions that affect delivery.

Требования:

Strong experience as a Salesforce Business Analyst, Functional Consultant or Functional Lead. In-depth knowledge of Salesforce Service Cloud and Customer Service processes, case management or customer service channels. Ability to lead client discussions and facilitate workshops that help move from ambiguous needs to actionable definitions. Experience translating business processes into functional requirements, acceptance criteria and implementation priorities. Comfort working with technical teams, understanding constraints and making functional decisions collaboratively. Analytical ability, sound judgment and a focus on solving complex problems. Будет плюсом: Experience with Sales Cloud or Financial Services Cloud; Knowledge of the banking or financial services sector; Experience in Contact Center, Customer Experience or customer service model transformation projects

Условия:

You will be part of teams that combine business vision, technological specialization and close collaboration to address important challenges. Here you can continue to deepen your expertise in the Salesforce ecosystem, take part in impactful projects and play a visible role in important functional decisions. NTT DATA is a global consulting and technology company present in more than 50 countries, with a way of working based on shared learning, trust between people and the ambition to build solutions that truly meet each client’s needs. At NTT DATA, we believe every person is unique and different, and therefore we champion an inclusive culture that recognizes and values diversity. Every day, we work to create an environment where we can explore, live and strengthen our own individuality.