#102 - BUSINESS ANALYST II

<p>We are seeking an experienced Business Analyst to support the discovery, documentation, and delivery of business solutions within a large enterprise technology environment. This role will serve as a key connection point between business stakeholders and technical teams, independently driving requirements from elicitation through delivery.</p><p>&#xa0;</p><p>The work spans business processes, enterprise systems, integrations, testing, and change delivery, with significant exposure to CRM platforms. Salesforce experience is preferred, particularly within the Service Cloud ecosystem.</p><p>&#xa0;</p><p>Enterprise experience strongly preferred.</p><p>&#xa0;</p><p>Key Responsibilities</p><p>- Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.</p><p>- Translate business needs into clear, actionable user stories, acceptance criteria, business requirements documents, and functional specifications.</p><p>- Map current-state and future-state business processes using standard modeling techniques such as BPMN, swimlane diagrams, and data flow diagrams.</p><p>- Facilitate requirements review sessions and maintain end-to-end traceability from business needs through delivered solutions.</p><p>- Collaborate with Product Managers, developers, architects, QA professionals, and business stakeholders to ensure requirements are clearly understood and delivered as intended.</p><p>- Plan and support User Acceptance Testing, including development of test scenarios, coordination of testing cycles, defect triage, and resolution tracking.</p><p>- Analyze business processes, system configurations, and data to identify gaps, inefficiencies, and opportunities for improvement.</p><p>- Evaluate the impact of proposed changes across dependent systems and business processes.</p><p>- Define and document integration requirements involving third-party platforms, APIs, and cross-system data flows.</p><p>- Participate in Agile ceremonies including sprint planning, backlog refinement, retrospectives, and other iterative delivery activities.</p><p>- Produce and maintain business requirements documents, process maps, decision logs, user stories, acceptance criteria, and knowledge-transfer materials.</p><p>- Support change management and stakeholder communication for new features and solution rollouts.</p><p>- Support testing, deployment, stabilization, and business-readiness activities.</p><p>- Proactively communicate project status, risks, dependencies, and open decisions.</p><p>- Deliver clear, complete, and well-organized documentation within established timelines.</p><p>- Work independently within a defined project scope while collaborating effectively with cross-functional teams.</p><p>&#xa0;</p> <p>Must-Have Skills</p><p>- 5+ years of experience as a Business Analyst in technology-driven environments.</p><p>- Strong proficiency in requirements elicitation and documentation, including user stories, BRDs, and acceptance criteria.</p><p>- Strong proficiency in business process modeling and analysis.</p><p>- Strong stakeholder-management experience across both business and technical teams.</p><p>- Strong experience with UAT planning, coordination, and defect management.</p><p>- Experience working on projects involving CRM platforms, with Salesforce preferred, or comparable enterprise systems.</p><p>- Familiarity with system integrations, data flows, and API-based connectivity between platforms.</p><p>- Hands-on experience with Agile/Scrum delivery methodologies.</p><p>- Experience using Jira and Confluence.</p><p>- Ability to work independently while collaborating effectively within a cross-functional team.</p><p>- Strong written and verbal communication skills with the ability to tailor communication to technical and non-technical audiences.</p><p>&#xa0;</p><p>Nice-to-Have Skills</p><p>&#xa0;</p><p>- Experience in enterprise-scale Salesforce environments, particularly Service Cloud, Omni-Channel, and case-management workflows.</p><p>- Understanding of the Salesforce object model and automation capabilities such as Flows and Process Builder.</p><p>- Understanding of configuration-versus-customization trade-offs within Salesforce.</p><p>- Familiarity with data migration, reporting and analytics, REST APIs, middleware, or other enterprise integration patterns.</p><p>- Experience with complex data models, large-scale implementations, or multi-system environments.</p><p>- Background in contact-center operations, customer service, support operations, or related technology platforms.</p><p>- Experience gathering and documenting requirements for AI-driven features or services such as predictive routing, intelligent case classification, or generative AI-powered agent assistance.</p><p>- Familiarity with Salesforce AI capabilities such as Einstein features or AI-powered Service Cloud automation.</p><p>- Experience defining business rules, success metrics, and acceptance criteria for AI-enabled workflows.</p><p>- Understanding of data readiness, data quality, and governance considerations for AI or machine-learning initiatives.</p><p>- Exposure to prompt-engineering concepts or evaluation of generative AI tools for business-process improvement.</p><p>- Experience facilitating stakeholder alignment around AI use cases while balancing business value, technical feasibility, and risk.</p><p>- Experience working directly within Service Cloud or a customer-service/support-operations domai</p> <p>Required Tools &amp; Platforms</p><p>- CRM platforms, with Salesforce preferred, or comparable enterprise systems.</p><p>- Jira.</p><p>- Confluence.</p><p>- Enterprise systems involving integrations, data flows, and API-based connectivity.</p><p>&#xa0;</p><p>Location, Time &amp; Engagement</p><p>- Location: LATAM or APAC.</p><p>- Two openings are available.</p><p>- Remote contract engagement.</p><p>- Full-time allocation of approximately 40 hours per week.</p><p>- U.S. Central Time coverage is required.</p><p>- Candidates may be based in either LATAM or APAC.</p><p>- Current engagement end date: March 31, 2027.</p>