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Accenture
Salesforce Business Analyst (Customer Experience)Accenture • Lisbon, Portugal
Salesforce Business Analyst (Customer Experience)

Salesforce Business Analyst (Customer Experience)

Accenture • Lisbon, Portugal
Há +30 dias
Descrição do cargo

At Accenture (Permanent), in Lisbon, Portugal
Expires at: 2027-06-08
Remote policy: Partial remote

  • 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.

Main 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.

Benefits & 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).
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Salesforce Business Analyst (Customer Experience) • Lisbon, Portugal

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