Salesforce Sr Business Analyst/Product Analyst
New
C
CI&TBusiness Strategy, CRM
BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Business English (written and conversational)
- Experience
- 3 to 5 years
- Required Skills
- Business AnalysisProduct ManagementCRM
Requirements
- 3 to 5 years of experience as a Business Analyst or in a similar product management role.
- Strong background in Customer Experience environments.
- Proficient in Business English (written and conversational).
- Demonstrated initiative and proactivity.
- Understanding of Customer Experience and Contact Center KPIs.
- Experience in Contact Center operations or Business Process Outsourcing (BPO).
- Familiarity with Salesforce Service Cloud and its functionalities.
- Knowledge of product management methodologies.
Responsibilities
- Collaborate with the Business Owner and Project Manager to prioritize requirements and define the roadmap for release packages.
- Interview users, analyze systems, and documentation to identify and document requirements.
- Analyze and document business requirements for the Consumer Experience Operation, focusing on channels such as Contact Us, Email, Chat, WhatsApp, Social Listening, and Phone/IVR.
- Support the migration of the current Core CRM to Salesforce Service Cloud within the first 12-18 months.
- Engage with global teams in Brazil, USA, India, and Mexico to ensure alignment and effective communication.
- Utilize product management methodologies to drive project success and ensure stakeholder satisfaction.
- Proactively identify opportunities for process improvements and enhance customer experience across all channels.
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