Senior Service Cloud Business Analyst

Argentina, Brazil, Chile, Colombia, Mexico, Uruguay

Salesforce Primary Clouds (Sales Cloud, Service Cloud, Community Cloud), Salesforce Service Cloud, Salesforce

We are seeking an experienced Senior Service Cloud Business Analyst to elevate our Experience Cloud platform.

The right candidate will have a solid grasp of media process execution and proficiency in utilizing Experience Cloud technologies. This position involves building strong relationships with stakeholders to efficiently gather requirements, oversee projects, and ensure the successful delivery of business solutions.

Responsibilities

Maintain and prioritize a backlog of EPICs aligned with long-term strategic objectives
Determine essential features and functionalities for the Experience Cloud and document them as EPICs
Continuously update the backlog in response to business changes or feedback from implementations
Examine various user personas engaging with the Experience Cloud platform
Align the needs, behaviors, and expectations of each persona with the platform's features and design
Conduct workshops to confirm and refine persona definitions and alignments
Collaborate with enterprise architects and development teams to design Business Process Architectures at both high and detailed levels
Record and relay how business processes integrate within the Experience Cloud
Offer consultative guidance on best practices for BP architecture configurations
Decompose EPICs into manageable user stories for development teams
Establish clear acceptance criteria for user stories to direct testing and validation
Lead agile ceremonies and modify user stories based on feedback and project progression

Requirements

At least 3 years of experience in business analysis in a similar role
Thorough knowledge of media processes and Experience Cloud
Expertise in persona identification and Business Process Architecture development
Understanding of agile methodologies and user story creation
Strong problem-solving skills and excellent presentation abilities
Experience in the media industry and customer experience-driven solutions
English proficiency at B2 level or higher

Nice to have

Proficiency in UI/UX design principles for user-centric solutions
Knowledge of additional cloud technologies
Capability to adapt to new technologies and frameworks

Benefits

International projects with top brands
Work with global teams of highly skilled, diverse peers
Healthcare benefits
Employee financial programs
Paid time off and sick leave
Upskilling, reskilling and certification courses
Unlimited access to the LinkedIn Learning library and 22,000+ courses
Global career opportunities
Volunteer and community involvement opportunities
EPAM Employee Groups
Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn