Salesforce Business Analyst (Customer Experience)

• Collaborate with business and technical stakeholders to gather, analyze and validate requirements for Customer Care solutions.
• Write clear User Stories, acceptance criteria and functional requirements documentation.
• Support solution design discussions, ensuring alignment between business needs and technical implementation.
• Perform impact analysis of changes, identifying risks, dependencies and downstream effects.
• Participate in Customer Care projects, preferably within telecommunications environments.
• Act as a client-facing consultant, building trust through strong communication and facilitation skills.
• Perform end-to-end requirements analysis across Customer Care journeys.
• Work with Salesforce Service Cloud, understanding core concepts and processes (technical exposure is a plus).
• Contribute to solution design activities in collaboration with architects and developers.
• Analyze existing processes and propose improvements focused on efficiency and customer experience.
• Support Agile delivery teams with backlog refinement, clarification sessions and functional guidance.
• Assist change and adoption activities to ensure successful implementation of new solutions.

Requirements

• Solid knowledge of Salesforce Service Cloud (functional, with technical exposure preferred).
• Proven experience writing User Stories, acceptance criteria and functional documentation.
• Experience in requirements analysis, solution design and stakeholder discussions.
• Experience performing impact analysis of functional and system changes.
• Previous experience in Customer Care projects (telecom sector is a strong plus).
• Strong soft skills, with confidence in client-facing roles.
• At least 1 year of relevant professional experience.
• Master’s Degree in a relevant field is valued.

Nice to have

• Experience with Agile methodologies.
• Background in Business Process Design or Analysis.
• Exposure to Change Management activities.
• Experience working in complex, multi‑stakeholder environments.

Perks

• Health insurance;
• Life Insurance and Pension Plan Programs;
• Free medical services at the office (Physician, Nutritionist, Psychologist);
• Wellness programs;
• Flexben Program (Support for Education, Kindergarden, Training, Technology, Health);
• Employee Share Purchase Plan;
• Personalized training paths and access to Udemy and Plurisight Plataforms;
• Flex-ability program (financial and flexible support for people with disabilities);
• Special banking conditions;
• Hybrid working model.
• +12 vacations days (compensation days).