Business Analyst (Salesforce)

Andersen is hiring a Business Analyst in the EU to improve customer support and onboarding on a global beauty booking platform, aligning business needs with Salesforce Service Cloud to enhance automation and user experience.

The customer is a technology-driven platform that facilitates interactions between consumers and independent service providers, offering simple booking capabilities alongside operational tools for daily workflow management. The platform is used across several regions, addresses routine service needs, and focuses on scalability, usability, and efficiency rather than industry-specific positioning.

The project is focused on redesigning and optimizing end-to-end customer support and onboarding processes on a large-scale booking platform by leveraging Salesforce Service Cloud. It involves aligning business requirements with Salesforce solutions to improve case management, automation, reporting, and overall customer experience.

Responsibilities:

• Leading requirements elicitation workshops with customer support, onboarding, and retention teams.
• Acting as the primary mediator between business stakeholders and Salesforce delivery teams.
• Facilitating alignment on business goals, priorities, and success criteria.
• Managing business and technical expectations and ensuring timely decision-making.
• Documenting functional and non-functional requirements for Service Cloud solutions.
• Translating business needs into user stories, process flows, and acceptance criteria.
• Maintaining and prioritizing the product backlog in collaboration with the project manager and solution architect.
• Managing the scope of work and supporting change control processes.
• Designing end-to-end Service Cloud processes including case lifecycle management, omnichannel routing and queues, SLA, entitlements, and milestones.
• Defining data models and field mappings, including migration from legacy systems.
• Collaborating with solution architects and developers on solution feasibility.
• Supporting iteration planning, backlog refinement, and iteration reviews.
• Validating implemented functionality against business requirements.
• Ensuring traceability between requirements, implementation, and testing.
• Defining KPI and reporting requirements (CSAT, AHT, FCR, backlog, SLA compliance).
• Supporting post-go-live optimization and adoption initiatives.
• Contributing documentation and knowledge transfer.

Must-haves:

• Experience as a Business Analyst in CRM or enterprise platforms (Salesforce) for 4+ years.
• Strong hands-on experience with Salesforce Service Cloud.
• Proven experience in case management and support workflows, omnichannel and routing configuration, knowledge base and self-service portals.
• Solid understanding of Salesforce standard objects, data models, and relationships.
• Experience working with Salesforce flows and automation concepts, reports and dashboards, permission sets and role hierarchy.
• Ability to collaborate effectively with architects and developers on Apex and integration topics.
• Understanding customer support operations and service metrics.
• Experience working with SLAs, supporting tiers, escalation models.
• Familiarity with compliance and data protection considerations (GDPR).
• Experience in Agile or Scrum environments.
• Strong user story writing and backlog management skills.
• Proficiency with Jira, Confluence, or similar tools.
• Ability to work in fixed-price and milestone-based delivery models.
• Excellent communication and facilitation skills.
• Strong analytical and problem-solving mindset.
• Ability to manage ambiguity and evolving requirements.
• Stakeholder-oriented, assertive, and delivery-focused.
• Level of English – from Intermediate+ and above.

Nice to haves:

• Experience with system migrations (Zendesk, Freshdesk, ServiceNow, Zowie, Vonage).

Reasons why this job would be interesting to you:

• Andersen cooperates with such businesses as Samsung, Reuter Gruppe, T-Systems, TUI, Ryanair, Johnson & Johnson, etc. This project is just your beginning here – working with us means reliability and prospects.
• We have been strengthening our expertise since 2007. During this time, we have formed an excellent BA & SA team with streamlined processes, which now consists of more than 200 qualified analysts.
• We welcome specialists from every part of the world.
• Salaries at Andersen are pegged to the USD, and our employees are provided with a benefit package and an extensive set of bonuses.
• We give our employees an opportunity to attend and participate in the company’s BA meetups, as well as offer a compensation program for international professional certificates.
• There are many different ways to grow and develop at our company. You can improve as a tech specialist or a resource manager, and all your activities will be decently rewarded.
• You will have an opportunity to take on the role of a mentor and help a group of BA/SA beginners grow.
• Our employees have access to Andersen Knowledge Base, where they can take courses in a variety of areas: the art of negotiation, PreSale & Discovery, Agile essentials, product ownership, microservice architecture, API design, SQL, AWS, GDPR, UX/UI, people management, and more.

Join us!

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