Salesforce Business Analyst

The role will support the delivery and evolution of a multi-market, omni-channel consumer care platform built on Salesforce Service Cloud, integrated with Sprinklr, CRM, ERP, eCommerce, and telephony platforms across multiple APAC and North Asia markets.

The Business Analyst will act as the functional bridge between business stakeholders and technical teams, ensuring high-quality delivery of consumer care capabilities that enable scalable, consistent, and premium consumer care experiences.

Key Responsibilities:

• Expert proficiency in Requirements Analysis is required. Advanced proficiency in Salesforce Service Cloud is recommended.
• Facilitate workshops and meetings to gather requirements and ensure stakeholder alignment.
• Develop detailed documentation that clearly outlines business processes and system requirements.
• Utilize data analysis techniques to identify trends and insights that inform business decisions.
• Collaborate with technical teams to ensure that solutions meet business needs and are implemented effectively.
• Continuously seek opportunities for process improvement and innovation within the organization.
• Support training materials, user guides, and agent onboarding

Required Skills & Experience:

• Possess minimum 3-6 years of experience as a Business Analyst / Functional Consultant on Salesforce projects

• Hands-on experience with Salesforce Service Cloud

• Salesforce certifications such as Salesforce Business Analyst, Service Cloud Consultant, or Administrator is preferrable

• Experience in consumer care, retail, or omni-channel service environments

• Strong stakeholder management and communication skills

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.