GFT Technologies SE is hiring a Salesforce Business Analyst to lead the discovery, analysis, and detailing of business requirements for solutions on the Salesforce platform. This role focuses on Service Cloud and Digital Engagement, serving as a strategic link between business, technology, and development teams.
What You'll Do
- Conduct discovery workshops and requirement gathering sessions with stakeholders.
- Develop functional requirements, user stories, and functional documentation.
- Define clear and testable acceptance criteria.
- Translate business needs into solutions on the Salesforce platform.
- Participate in defining functional solutions within Service Cloud.
- Support the implementation of Digital Engagement features like Chat, WhatsApp, and Bots.
- Define and document Omni-Channel Routing rules, queues, SLAs, and routing logic.
- Create functional data models (objects, fields, and relationships).
- Support the team in backlog prioritization and story refinement.
- Participate in agile ceremonies like Sprint Planning, Refinement, Review, and Retrospective.
- Support functional testing and validation of deliverables with the business.
What We're Looking For
- Experience as a Business Analyst on Salesforce projects.
- Knowledge of Salesforce Service Cloud.
- Experience with Digital Engagement.
- Proficiency in writing functional requirements and user stories.
- Ability to define acceptance criteria.
- Knowledge of basic data modeling (objects, fields, and relationships).
- Experience with agile methodologies (Scrum or Kanban).
Nice to Have
- Experience with Omni-Channel, queues, SLAs, and routing.
- Background in customer service or contact center projects.
- Salesforce certifications (e.g., Salesforce Administrator or Service Cloud Consultant).
- Technical English proficiency.
Technical Stack
- Salesforce
- Service Cloud
- Digital Engagement
- Omni-Channel
Work Mode
This role follows a hybrid work model, based in the Morumbi/SP area.
Candidates should enjoy teamwork, embrace challenges and growth opportunities, transform ideas into creative solutions, possess strong problem-solving skills, be comfortable working independently and managing their own time, and have an interest in handling novel and adverse technological situations.
