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

We offer

• Improved medical coverage - EPAMers are eligible to participate in a supplementary health insurance program that shall have the usual coverage in the industry, with the Company funding 100% of the value of the monthly premium for participation
• Lunch Allowance - You will receive a daily allowance of CLP $ 7.000 per working day. Enjoy a nice meal on us
• Allowance for internet and electricity - You will receive an allowance of CLP$15.000 per month to cover internet and electricity expense
• National Holiday Bonus - We celebrate joining the Chilean Market. That is why all our employees will receive a bonus of CLP $86,646 in September
• Christmas Bonus - You will receive an End of Year bonus of CLP $170,539. It will be paid during the month of December, to ensure you have a Happy Holiday!
• Learning Culture - We want you to be the best version of yourself, that is why we offer unlimited access to learning platforms, a wide range of internal courses, and all the knowledge you need to grow professionally
• Additional Income - Besides your regular salary, you will also have the chance to earn extra income by referring talent, being a technical interviewer, and many more ways
• Are you open to relocation? - If you want to relocate to another country and we have the right project, we will assist you every step of the way, to help you and your family, reach your new home