IT Business Analyst (Salesforce) - #1745 - #1173013

The IT Business Analyst will support the evaluation of Salesforce as a SaaS CRM platform for case management and customer service operations. The role focuses on gathering business requirements, mapping end-to-end user journeys, developing evaluation scenarios and assessing the platform's ability to meet business and operational needs.

Key responsibilities include

1. Business Requirements Gathering and Analysis

   • Engage business and operational stakeholders to understand existing case management processes, operational challenges and customer service requirements.

   • Gather, analyse and document business, functional and operational requirements for the CRM platform.

   • Identify key requirements relating to case creation, customer interaction logging, case assignment, escalation, resolution, supervisor review and closure.

   • Translate business requirements into functional specifications, user stories and acceptance criteria.

   • Identify process gaps, improvement opportunities and dependencies that may affect the suitability of the platform.

2. Business Process and User Journey Mapping

   • Map end-to-end case processing workflows, including a major high-volume user journey and relevant escalation scenarios.

   • Document business process flows, user roles, responsibilities, decision points, hand-offs and approval requirements.

   • Identify opportunities to improve case handling efficiency, cross-team collaboration, operational visibility and customer service outcomes.

   • Work with stakeholders to prioritise user journeys and evaluation scenarios based on business importance and the available POC timeframe.

3. Test Scenario Design and Business Validation

   • Develop business test scenarios, test cases and acceptance criteria to assess the platform's ability to meet identified requirements.

   • Validate functional capabilities across automated customer interaction logging, intelligent case triaging and routing, similar case detection, context summarisation, and trend and sentiment analytics.

   • Evaluate operational and management reporting, multi-user collaboration, external stakeholder input and supervisor review or vetting workflows.

   • Coordinate user acceptance testing (UAT), business demonstrations, stakeholder reviews and feedback collection.

   • Record test results, identify functional gaps and work with technical teams to clarify issues and validate proposed solutions.

4. POC Evaluation and Recommendations

   • Analyse test results, stakeholder feedback and evaluation data against agreed business requirements and success criteria.

   • Assess platform strengths, limitations, dependencies and functional gaps in meeting identified operational needs.

   • Document findings and recommendations, including potential process improvements, outstanding requirements and considerations for future implementation.

   • Support the preparation of the final POC assessment to inform business value validation and future implementation decisions.

5. Documentation and Knowledge Transfer

   • Prepare business requirements documents, process flows, user stories, test scripts, UAT records, evaluation reports and user guides.

   • Document business processes, operating procedures and recommended best practices to support future platform adoption.

   • Conduct knowledge-sharing sessions and provide guidance on requirements analysis, process mapping, business testing and evaluation methodologies.

   • Support the transfer of business and operational knowledge to enable internal teams to manage and enhance the platform beyond the POC.

• Degree or diploma in Business Information Systems, Information Technology, Computer Science, Business Administration or a related discipline.

• Relevant experience in business analysis, requirements gathering, process improvement, system implementation or application testing.

• Experience engaging business stakeholders to elicit, analyse and document business and functional requirements.

• Proficiency in business process mapping, workflow analysis, user story development and acceptance criteria definition.

• Experience preparing test scenarios, test cases, UAT plans, test scripts and evaluation reports.

• Ability to analyse business processes, identify gaps and translate operational needs into system requirements.

• Familiarity with CRM, case management, customer service or workflow automation platforms would be advantageous.

• Experience with Salesforce or similar enterprise CRM platforms.

• Understanding of AI-assisted business functions, such as intelligent case routing, information summarisation, analytics and sentiment analysis, would be beneficial.

• Strong analytical, problem-solving, communication and stakeholder engagement skills.

• Good documentation skills, with the ability to produce clear and structured business and technical artefacts.

• Experience in user training, knowledge transfer and operational readiness would be advantageous.

• Experience in Salesforce CRM or AI-enabled case management POCs or implementations, with relevant project references, would be an added advantage.