Senior Business Analyst – Salesforce, Enterprise Platforms

This is a fully remote position, open to applicants in Philippines, +4 more countries.

📋 Description

• Gather, analyze, and document intricate business requirements through stakeholder interviews, process observations, and engaging workshops.

• Convert business needs into user stories, functional specifications, and Business Requirements Documents (BRDs).

• Establish business rules, measurable success metrics, and acceptance criteria for automated and AI-driven workflows.

• Ensure complete traceability from initial business needs to technical solutions.

• Create current-state and future-state operational process maps utilizing BPMN and swimlane diagrams.

• Examine data models, data flows, and configurations to pinpoint operational gaps and dependency risks.

• Collaborate effectively with Product Managers, Solution Architects, Developers, and QA engineers.

• Engage in Agile/Scrum ceremonies and provide functional insights on API connectivity, data migration, and middleware integration.

• Direct UAT strategy, create test scenarios, align requirements with test cases, oversee execution, and manage defect triage and validation.

• Maintain decision logs, knowledge transfer documentation, and change control materials.

• Assist in change management strategies and communications with stakeholders.

• Monitor project status, risks, and dependencies.

• Act as a liaison between business stakeholders and technical execution teams to facilitate Salesforce-based customer service modernization across the APAC region.

⛳️ Requirements

• Over 5 years of hands-on experience as a Business Analyst in an enterprise technology setting.

• Advanced proficiency in requirements gathering, BPMN/swimlane process modeling, crafting user stories and BRDs, and defining acceptance criteria.

• Demonstrated experience with Salesforce or another major enterprise CRM platform.

• Strong technical understanding of system integrations, cross-system data flows, and API connectivity.

• Practical experience in leading UAT planning, executing test cases, coordinating stakeholder testing, and managing defects.

• Direct experience in Agile/Scrum delivery methodologies.

• Exceptional written and verbal communication skills.

• Experience with large-scale Salesforce Service Cloud implementations, Omni-Channel routing, case management workflows, standard object models, and declarative configuration capabilities (such as Flows and Process Builder) is preferred.

• Background in customer service operations, contact centers, or customer support technologies is preferred.

• Experience in gathering requirements for AI-driven features is preferred.

• Basic familiarity with prompt engineering, evaluating generative AI tools, defining data readiness, and Einstein AI tools within Service Cloud is preferred.

• Proficient in using Jira and Confluence is preferred.

• Ability to work during standard Asia-Pacific (APAC) business hours.

• Proficiency in English is required for interviews, documentation, and daily communications.

🏝️ Benefits

• Fully remote work opportunity.

• Permanent full-time employment.

• Alignment with APAC business hours.

• Chance to collaborate with international clients and remote, distributed teams.

• Involvement in large enterprise Salesforce modernization and optimization projects.