Business Analyst

Confiz; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Confiz is seeking a Business Analyst to support a major client transformation, unifying Consumer Care operations under Corporate Affairs. The role focuses on delivering a consolidated contact center stack (Salesforce Service Cloud, Sprinklr) and aligning data, analytics, and vendor strategies across regions.

The candidate will draft user stories, define future state architecture, and lead data mapping, migration, and validation efforts while collaborating with Salesforce vendors, project

Qualifications

• Proven experience as a Business Analyst in the Digital Technology domain.
• Experience with Salesforce Service Cloud across discovery, design, build, test and deployment; SAP to Salesforce transitions.
• Ability to translate business requirements into functional and technical specifications for core product and interfaces.
• Experience in data analysis, data mapping, data migration, data conversion, and data validation with data quality awareness.
• Familiarity with contact center operations and vendor management strategies.
• Experience supporting UAT and user training.
• Strong communication, analytical and stakeholder engagement skills.

Responsibilities

• Prepare user stories and detailed functional requirements for harmonized Salesforce Service Cloud and connected technologies.
• Contribute to Salesforce design processes and interface definitions with external partners.
• Support data mapping, migration, validation and testing across the consolidated tech stack.
• Provide training and release support during regional deployments (Americas, Europe, APAC).
• Act as liaison between business stakeholders and technical teams to translate needs into specifications.

Skills

Salesforce Service Cloud

Data mapping

Data migration

UAT support

Stakeholder communication

Requirements analysis

Tools

Salesforce

SAP

Power BI

Azure

Job description

Confiz is currently seeking a Business Analyst to support one of our largest clients. This is a critical initiative to transition separate Consumer Care teams into a unified organizational design under Corporate Affairs. This transformation involves implementing a consolidated contact center vendor strategy that leverages a harmonized technology stack. The end-state solution aims to unlock synergy value by streamlining operations, sunsetting heritage Kellanova (K) technology, improving data quality and consistency, and elevating the consumer experience through the consolidation of technology and contact center vendors. A key enabler for this objective is the consolidated tech stack, which will harmonize Quality Metrics and related critical alert processes.

Responsibilities

During Design Phase

• Prepare user stories and detailed functional requirements for the harmonized Salesforce Service Cloud and connected technologies (e.g., Sprinklr) and interfaces.
• Actively contribute to the Salesforce Design process led by an external partner (Salesforce platform vendor).
• Support the development of key deliverables including Capabilities Blueprint & Prioritization, Future State Architecture, Persona Definitions & User Journeys, Data & Integration Design, Testing Strategy, Training Strategy, Deployment Strategy, Implementation Timeline/Budget/Resource Plan post design, and Future State Process Maps.
• Define data requirements and mappings, including identifying the need for records consolidation, migration, and designing data integration solutions.
• Analyze and document how processes and ways of working will be impacted by technology changes and vendor consolidations, recognizing that SFSC platform changes will affect contact handling processes and system look/feel.
• Contribute to understanding how the consolidated tech stack will enable the harmonization of M/K Quality Metrics and related critical alert processes, including the impact of data model changes on Quality metric reporting.

During Execution & Regional Deployments

• Support the build and test phases for the integrated technology stack, collaborating closely with Salesforce vendors, DT Project Managers, Testers, and Data / Integration leads.
• Lead or support User Acceptance Testing (UAT) activities to ensure that implemented solutions meet the defined business requirements and user needs.
• Play a key role in Data Mapping/Conversion/Migration/Validation efforts, supporting labor associated with moving legacy Kellanova data into the new harmonized system and ensuring data quality and consistency.
• Provide expertise and training/release support during regional deployments across all in-scope areas, including Accelerator, AMEA, Europe, LatAm, and North America.
• Address specific functional and technical requirements for the China region deployment, ensuring Salesforce is implemented in compliance with local legal and security constraints while aiming for a global model.
• Collaborate with Digital Technology teams to maintain and evolve data flows to Azure and Power BI for analytics and reporting.

General/Throughout Project Lifecycle:

• Act as a crucial liaison between business stakeholders (e.g., Corporate Affairs, Commercial, Q&FS, Finance, Growth/Marketing, P&O, Legal) and technical teams, translating complex business needs into technical specifications and vice versa.
• Support efforts related to the decommissioning of legacy Kellanova platforms and the renegotiation of technology contracts, contributing to the realization of synergy value.
• Contribute to change management, communications, release, and training efforts to facilitate adoption by affected end-users.

Required Qualifications & Experience:

• Proven experience as a Business Analyst, specifically in the Digital Technology (DT) domain.
• Essential experience with Salesforce Service Cloud in discovery, design, build, test, and deployment phases. Experience with SAP to Salesforce transitions.
• Demonstrated ability to prepare user stories and translate business requirements into functional and technical specifications for core product and interfaces.
• Experience in data analysis, data mapping, data migration, data conversion, and data validation, with a strong understanding of data quality and integration design principles.
• Familiarity with contact center operations and vendor management strategies.
• Experience supporting User Acceptance Testing (UAT) and User Training.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication, interpersonal, and presentation skills to engage with diverse global stakeholders and articulate complex information clearly.
• Ability to work effectively in a dynamic, multi-regional environment, demonstrating understanding and consideration for legal and security constraints, particularly in data handling and regional deployments (e.g., China).
• Experience articulating complex information clearly.
• Ability to work effectively in a dynamic, multi-regional environment, demonstrating understanding and consideration for legal and security constraints, particularly in data handling and regional deployments (e.g., China).

We have a global team of amazing individuals working on highly innovative enterprise projects & products. Our customer base includes Fortune 100 retail and CPG companies, leading store chains, fast growth fintech, and multiple Silicon Valley startups. What makes Confiz stand out is our focus on processes and culture. Confiz is ISO 9001:2015 (QMS), ISO 27001:2022 (ISMS), ISO 20000-1:2018 (ITSM) and ISO 14001:2015 (EMS) Certified. We have a vibrant culture of learning via collaboration and making workplace fun.

People who work with us work with cutting-edge technologies while contributing success to the company as well as to themselves.

To know more about Confiz, visit: https://www.linkedin.com/company/confiz/