Salesforce Business Analyst (Customer Experience)

Collaborate with business and technical stakeholders to gather, analyze and validate requirements for Customer Care solutions. Write clear User Stories, acceptance criteria and functional requirements documentation. Support solution design discussions, ensuring alignment between business needs and technical implementation. Perform impact analysis of changes, identifying risks, dependencies and downstream effects. Participate in Customer Care projects, preferably within telecommunications environments. Act as a client-facing consultant, building trust through strong communication and facilitation skills. Perform end-to-end requirements analysis across Customer Care journeys. Work with Salesforce Service Cloud, understanding core concepts and processes (technical exposure is a plus). Contribute to solution design activities in collaboration with architects and developers. Analyze existing processes and propose improvements focused on efficiency and customer experience. Support Agile delivery teams with backlog refinement, clarification sessions and functional guidance. Assist change and adoption activities to ensure successful implementation of new solutions. Requirements Solid knowledge of Salesforce Service Cloud (functional, with technical exposure preferred). Proven experience writing User Stories, acceptance criteria and functional documentation. Experience in requirements analysis, solution design and stakeholder discussions. Experience performing impact analysis of functional and system changes. Previous experience in Customer Care projects (telecom sector is a strong plus). Strong soft skills, with confidence in client-facing roles. At least 1 year of relevant professional experience. Master’s Degree in a relevant field is valued. Nice to have Experience with Agile methodologies. Background in Business Process Design or Analysis. Exposure to Change Management activities. Experience working in complex, multi‑stakeholder environments. Perks Health insurance; Life Insurance and Pension Plan Programs; Free medical services at the office (Physician, Nutritionist, Psychologist); Wellness programs; Flexben Program (Support for Education, Kindergarden, Training, Technology, Health); Employee Share Purchase Plan; Personalized training paths and access to Udemy and Plurisight Plataforms; Flex-ability program (financial and flexible support for people with disabilities); Special banking conditions; Hybrid working model. +12 vacations days (compensation days).