Salesforce BA

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Job DescriptionRole & ResponsibilitiesAnalyse and understand customer journeys and business needs, developing an accurate view of user cases and user journeys across all divisions, as well as the differing business contextsProvide clear process documentation and review against Client Care best practices, highlighting any missing processes and/or opportunities to streamline processes either through better system use or working practicesDocument and review Salesforce Service Cloud bespoke enhancements against Client Care best practices and optimal Salesforce Service Cloud usage, highlighting any opportunities to optimise and ensure that system design fully meets business and compliance requirementsCurrent telephony system architecture to be documented and reviewed against business needs and user journeys with a view to identify opportunities to improve seamless flow between channels and teams assessedDocument IT systems Support model and governance model across all user cases highlighting any gapsTranslate business requirements into user stories based on clients and advisers' journeys

Skills & Qualifications3+ years' experience in Business Analyst client care roles in an omnichannel environmentExperience in Salesforce Service Cloud (mandatory) as well as a good understanding of E-com processes and systems; knowledge of Adyen and S.A.P. helpfulExceptional analytical skillsExcellent documentation and written skills to manage user stories, process flows, and architecture diagramsExcellent team attitude, approachable and good communication skills with the ability to work collaboratively, influence and generate stakeholder engagement