Salesforce Business Analyst

4 weeks ago

British Columbia BC, Canada Insight Global Full time

Insight Global is looking for a Senior Salesforce Business Analyst to join one of North America's largest retail and wellness clients. The ideal candidate will identify and prioritize business and technical requirements from stakeholders, evaluate and optimize business processes, and support the delivery of scalable solutions on the Salesforce Service Cloud platform. This role sits within the Guest Support Technology Team, which supports the Contact Centre Technology ecosystem. The Business Analyst will work closely with cross-functional teams to enhance guest experience through technology innovation and operational excellence. The Senior-level Business Analyst is expected to have 5+ years of experience, ideally in enterprise environments with a focus on Salesforce Service Cloud and it's integrations that support the Guest Support business. This is a 6 month contract, with the possibility of extension.Responsibilities:- Identify, gather, and prioritize business, functional, and technical requirements from stakeholders across Guest Support, Technology, and Operations teams.- Analyze and evaluate business processes, workflows, and roadmaps to identify areas for improvement and automation.- Create and maintain data-driven reports and dashboards to support business decision-making and performance tracking.- Lead cross-functional collaboration and communications with business stakeholders, product managers, and technical teams.- Create and maintain relevant documentation including business requirements, process flows, and user stories; conduct knowledge transfer and training sessions as needed.- Support testing and validation efforts during solution delivery and post-deployment.REQUIRED SKILLS AND EXPERIENCE- 3+ years of hands-on experience with case management, omni-channel routing, and knowledge base features within Salesforce Service Cloud- Working experience in dealing with big data and large-scale enterprise systems- 5+ years of experience in Business Analysis processes and optimization focused on mapping workflows and identifying automation opportunities.- Strong experience building stakeholder relationships and helping to guide and coach teams during requirement gathering sessions

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