Job Description
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
