5 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 6,500 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality. We are seeking a dynamic and skilled Salesforce Business Systems Analyst (BSA) to join our team. This role is essential for enhancing our Salesforce Service Cloud capabilities, particularly in the areas of omnichannel support and AI-driven solutions like Agentforce. The ideal candidate will bridge the gap between business needs and technical solutions, ensuring our Salesforce implementations deliver exceptional customer experiences. Key Responsibilities - Incident Management: Organize the Salesforce Admin incident queue, triaging and routing issues to the appropriate teams while providing visibility to stakeholders. - Operational Support: Assist in coordinating production operational support by understanding, addressing, and solving issues related to Salesforce Service Cloud, such as permissions, adding new case classifications. - Requirements Gathering: Collaborate with stakeholders to gather and document business requirements, translating them into functional requirements, epics, and user stories. - User Acceptance Testing: Conduct user acceptance testing (UAT) to validate that solutions meet business requirements and user expectations.End User Support: Provide end-user support, respond to queries, resolve issues, and escalate when necessary. - Documentation: Develop clear business requirement documents and facilitate workshops to ensure effective communication of requirements among team members. - Continuous Improvement: Stay updated on Salesforce best practices and recommend innovative solutions for continuous improvement. Requirements - Strong background in SalesForce Service Cloud , such as Administrator and Functional Analyst - Fluent English communication skills with the ability to interact effectively with stakeholders and end-users. - Proven experience in operational production support and troubleshooting issues from a business standpoint. - Familiarity with SCM coding and the ability to read and understand programming languages such as APEX . - Has worked on Agile teams knowing the rituals and its importance. Preferred Qualifications - Education: Bachelor’s degree in Business Administration, Information Technology, or a related field. - Salesforce Certification: Salesforce Certified Administrator or relevant certification is a plus. - User Story Techniques: Experience with the INVEST technique and other common user story techniques such as the Three Cs - Model, User Story Template, and Scenario Writing. - Testing Skills: Any past experience writing test cases is a plus - Any past experience as Business Analyst/Functional Analyst in the IT world; Our benefits include: - Maternity and Parental leaves - Mobile services subsidy - Sick pay-Life insurance - CI&T University - Colombian Holidays - Paid Vacations And many others. Collaboration is our superpower, diversity unites us, and excellence is our standard. We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Business Development and Sales Industries IT Services and IT Consulting Referrals increase your chances of interviewing at CI&T by 2x Sign in to set job alerts for “Customer Relationship Management Business Analyst” roles. Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 5 days ago Bogota, D.C., Capital District, Colombia 2 weeks ago Bogota, D.C., Capital District, Colombia 3 months ago Bogota, D.C., Capital District, Colombia 6 days ago 2978 ANALISTA PLANEACION FINANCIERA CORPORATIVA Bogota, D.C., Capital District, Colombia COP4,500,000.00-COP5,000,000.00 19 hours ago Bogota, D.C., Capital District, Colombia 2 days ago Bogota, D.C., Capital District, Colombia 2 days ago Salesforce Consultant, Service Cloud Voice Bogota, D.C., Capital District, Colombia 1 month ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr