We are seeking an experienced Business Analyst to support the discovery, documentation, and delivery of business solutions within a large enterprise technology environment. This role will serve as a key connection point between business stakeholders and technical teams, independently driving requirements from elicitation through delivery.
The work spans business processes, enterprise systems, integrations, testing, and change delivery, with significant exposure to CRM platforms. Salesforce experience is preferred, particularly within the Service Cloud ecosystem.
Enterprise experience strongly preferred.
Key Responsibilities
- Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.
- Translate business needs into clear, actionable user stories, acceptance criteria, business requirements documents, and functional specifications.
- Map current-state and future-state business processes using standard modeling techniques such as BPMN, swimlane diagrams, and data flow diagrams.
- Facilitate requirements review sessions and maintain end-to-end traceability from business needs through delivered solutions.
- Collaborate with Product Managers, developers, architects, QA professionals, and business stakeholders to ensure requirements are clearly understood and delivered as intended.
- Plan and support User Acceptance Testing, including development of test scenarios, coordination of testing cycles, defect triage, and resolution tracking.
- Analyze business processes, system configurations, and data to identify gaps, inefficiencies, and opportunities for improvement.
- Evaluate the impact of proposed changes across dependent systems and business processes.
- Define and document integration requirements involving third-party platforms, APIs, and cross-system data flows.
- Participate in Agile ceremonies including sprint planning, backlog refinement, retrospectives, and other iterative delivery activities.
- Produce and maintain business requirements documents, process maps, decision logs, user stories, acceptance criteria, and knowledge-transfer materials.
- Support change management and stakeholder communication for new features and solution rollouts.
- Support testing, deployment, stabilization, and business-readiness activities.
- Proactively communicate project status, risks, dependencies, and open decisions.
- Deliver clear, complete, and well-organized documentation within established timelines.
- Work independently within a defined project scope while collaborating effectively with cross-functional teams.
Must-Have Skills
- 5+ years of experience as a Business Analyst in technology-driven environments.
- Strong proficiency in requirements elicitation and documentation, including user stories, BRDs, and acceptance criteria.
- Strong proficiency in business process modeling and analysis.
- Strong stakeholder-management experience across both business and technical teams.
- Strong experience with UAT planning, coordination, and defect management.
- Experience working on projects involving CRM platforms, with Salesforce preferred, or comparable enterprise systems.
- Familiarity with system integrations, data flows, and API-based connectivity between platforms.
- Hands-on experience with Agile/Scrum delivery methodologies.
- Experience using Jira and Confluence.
- Ability to work independently while collaborating effectively within a cross-functional team.
- Strong written and verbal communication skills with the ability to tailor communication to technical and non-technical audiences.
Nice-to-Have Skills
- Experience in enterprise-scale Salesforce environments, particularly Service Cloud, Omni-Channel, and case-management workflows.
- Understanding of the Salesforce object model and automation capabilities such as Flows and Process Builder.
- Understanding of configuration-versus-customization trade-offs within Salesforce.
- Familiarity with data migration, reporting and analytics, REST APIs, middleware, or other enterprise integration patterns.
- Experience with complex data models, large-scale implementations, or multi-system environments.
- Background in contact-center operations, customer service, support operations, or related technology platforms.
- Experience gathering and documenting requirements for AI-driven features or services such as predictive routing, intelligent case classification, or generative AI-powered agent assistance.
- Familiarity with Salesforce AI capabilities such as Einstein features or AI-powered Service Cloud automation.
- Experience defining business rules, success metrics, and acceptance criteria for AI-enabled workflows.
- Understanding of data readiness, data quality, and governance considerations for AI or machine-learning initiatives.
- Exposure to prompt-engineering concepts or evaluation of generative AI tools for business-process improvement.
- Experience facilitating stakeholder alignment around AI use cases while balancing business value, technical feasibility, and risk.
- Experience working directly within Service Cloud or a customer-service/support-operations domai
Required Tools & Platforms
- CRM platforms, with Salesforce preferred, or comparable enterprise systems.
- Jira.
- Confluence.
- Enterprise systems involving integrations, data flows, and API-based connectivity.
Location, Time & Engagement
- Location: LATAM or APAC.
- Two openings are available.
- Remote contract engagement.
- Full-time allocation of approximately 40 hours per week.
- U.S. Central Time coverage is required.
- Candidates may be based in either LATAM or APAC.
- Current engagement end date: March 31, 2027.
Hong Kong SAR China