IT Business Analyst (Salesforce) - #1745

Your tasks

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.

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.

1. 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.

1. 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.

1. 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.

1. 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.

Requirements

• 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.