Salesforce Business Analyst / Customer Experience

Accenture Portugal; Lisboa; Presencial; EUR 30 000 - 50 000; Tempo integral

Resumo da oferta

A leading technology consultancy in Lisbon is seeking a Business Analyst/Functional Analyst to enhance customer care experiences. You'll collaborate with stakeholders to analyze and translate business needs, primarily in Salesforce Service Cloud environments. The ideal candidate will have solid knowledge of Salesforce, experience in writing User Stories, and a background in Customer Care projects, especially in telecommunications. This role requires strong communication skills and a solution-oriented mindset.

Qualificações

• Solid knowledge of Salesforce Service Cloud, ideally with technical exposure.
• Proven experience in writing User Stories, acceptance criteria, and functional documentation.
• Experience in Customer Care projects, preferably within telecommunications.

Responsabilidades

• Collaborate with stakeholders to validate requirements for Customer Care solutions.
• Analyze and propose improvements affecting customer experience.

Conhecimentos

Knowledge of Salesforce Service Cloud

Requirements analysis

Writing User Stories

Client-facing communication

Formação académica

Master’s Degree in a relevant field

Descrição da oferta de emprego

Accenture Technology At Accenture Technology, we turn bold ideas into powerful digital solutions. We work at the intersection of business and technology, helping organizations reinvent how they operate and deliver value. If you enjoy transforming complexity into clarity and collaborating in fast‑paced, innovative environments, this role is for you.

Accenture Technology At Accenture Technology, we turn bold ideas into powerful digital solutions. We work at the intersection of business and technology, helping organizations reinvent how they operate and deliver value. If you enjoy transforming complexity into clarity and collaborating in fast‑paced, innovative environments, this role is for you.

The Role

We are looking for a Business Analyst / Functional Analyst – Customer Care to join our Technology team in Portugal. This role sits at the heart of customer experience transformation, where you will translate business needs into clear, effective solutions, mainly within Salesforce Service Cloud environments. You will work closely with clients, product owners and technical teams, contributing with strong analytical skills, functional expertise and a customer‑centric mindset.

What You’ll Do

• 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.

Responsibilities & Technical Scope

• 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.

What You Bring

• 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.