305 King St W
Suite 1100
Kitchener, ON N2G 1B9
Canada
Senior Service Cloud Business Analyst Remote
Senior Service Cloud Business Analyst Description
We are seeking an experienced Senior Service Cloud Business Analyst to elevate our Experience Cloud platform.
The right candidate will have a solid grasp of media process execution and proficiency in utilizing Experience Cloud technologies. This position involves building strong relationships with stakeholders to efficiently gather requirements, oversee projects, and ensure the successful delivery of business solutions.
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
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Responsibilities
- Maintain and prioritize a backlog of EPICs aligned with long-term strategic objectives
- Determine essential features and functionalities for the Experience Cloud and document them as EPICs
- Continuously update the backlog in response to business changes or feedback from implementations
- Examine various user personas engaging with the Experience Cloud platform
- Align the needs, behaviors, and expectations of each persona with the platform's features and design
- Conduct workshops to confirm and refine persona definitions and alignments
- Collaborate with enterprise architects and development teams to design Business Process Architectures at both high and detailed levels
- Record and relay how business processes integrate within the Experience Cloud
- Offer consultative guidance on best practices for BP architecture configurations
- Decompose EPICs into manageable user stories for development teams
- Establish clear acceptance criteria for user stories to direct testing and validation
- Lead agile ceremonies and modify user stories based on feedback and project progression
Requirements
- At least 3 years of experience in business analysis in a similar role
- Thorough knowledge of media processes and Experience Cloud
- Expertise in persona identification and Business Process Architecture development
- Understanding of agile methodologies and user story creation
- Strong problem-solving skills and excellent presentation abilities
- Experience in the media industry and customer experience-driven solutions
- English proficiency at B2 level or higher
Nice to have
- Proficiency in UI/UX design principles for user-centric solutions
- Knowledge of additional cloud technologies
- Capability to adapt to new technologies and frameworks
We offer
- Connectivity Bonus (15,000 ARS are paid with a salary receipt at the end of each month as a non-wages concept)
- Medicina Prepaga (It covers the collaborator and direct family group)
- Paternity Leave (Two additional days are added to what is established by law, total of 4 days)
- Discounts card
- English Training (English lessons, twice per week)
- Training Program (Access to multiple customized training plans according to the needs of each role within the company)
- Marriage bonus (The company doubles the allowance established by law that ANSES offers)
- Referral Program (Referral bonus is paid when the referral of a collaborator joins the Company)
- External Agreements and Discounts
- Vacations: 14 calendar days a year
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