Business Analyst - Support Operations (Salesforce)

About the role

Acquire BPO, acting for its client RingCentral, is hiring a Business Analyst for its Innovation & Governance PMO team within the Customer Support organization in Manila. The role acts as technical liaison between business stakeholders and Salesforce development teams, turning business needs into technical requirements, documenting configurations and keeping process documentation up to date.

Key responsibilities

• Gather and document business requirements for Salesforce projects, write user stories and acceptance criteria, and maintain BRDs and functional design documents
• Document Salesforce configurations (workflows, process builders, flow automation, validation rules, field updates, page layouts) and custom objects, fields, record types and permission sets
• Maintain current-state documentation of Case flows, routing logic, assignment rules and escalation processes, and document integrations, data flows and API specifications
• Map and document Support processes (Case lifecycle, agent workflows, customer journeys) with process flows and diagrams, and develop SOPs
• Collaborate with Project Managers, SFDC Admins, Developers and IT teams, and with Support Operations teams
• Support QA and testing: develop test scenarios, coordinate UAT, review SFDC release notes and assess their impact

Required profile

• 3-5 years of experience as a Business Analyst, preferably on Salesforce implementations or enhancements
• Strong Salesforce knowledge of standard objects, workflows and automation tools
• Knowledge of support operations, case management and contact center operations
• Availability to work MNL hours aligned with US teams
• Desired: Salesforce Administrator certification, SaaS or UCaaS experience, background in Customer Support, Agile/Scrum, ITIL, SQL and change management experience

Required skills

• JIRA and Confluence
• Lucidchart, Visio or similar for process mapping
• Google Suite and Microsoft Excel

What we offer

• HMO package (medical and dental)
• Paid time off and paid sick leave
• Quarterly performance bonus
• Employee assistance and wellness programs