Ref: 1234567855

Salesforce BA

England, London

Job description

Salesforce BA


Job Description

Role & Responsibilities
  • Analyse and understand customer journeys and business needs, developing an accurate view of user cases and user journeys across all divisions, as well as the differing business contexts
  • Provide clear process documentation and review against Client Care best practices, highlighting any missing processes and/or opportunities to streamline processes either through better system use or working practices
  • Document and review Salesforce Service Cloud bespoke enhancements against Client Care best practices and optimal Salesforce Service Cloud usage, highlighting any opportunities to optimise and ensure that system design fully meets business and compliance requirements
  • Current telephony system architecture to be documented and reviewed against business needs and user journeys with a view to identify opportunities to improve seamless flow between channels and teams assessed
  • Document IT systems Support model and governance model across all user cases highlighting any gaps
  • Translate business requirements into user stories based on clients and advisers' journeys

Skills & Qualifications
  • 3+ years' experience in Business Analyst client care roles in an omnichannel environment
  • Experience in Salesforce Service Cloud (mandatory) as well as a good understanding of E-com processes and systems; knowledge of Adyen and S.A.P. helpful
  • Exceptional analytical skills
  • Excellent documentation and written skills to manage user stories, process flows, and architecture diagrams
  • Excellent team attitude, approachable and good communication skills with the ability to work collaboratively, influence and generate stakeholder engagement