Senior Service Cloud Business Analyst Remote

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