Service Cloud Business Analyst Remote

Responsibilities

• Develop and sustain a prioritized backlog of EPICs that coordinates with long-term strategic goals
• Identify key features and functionalities for the Experience Cloud, documenting them as EPICs
• Regularly refine the backlog based on business shifts or implementation feedback
• Analyze different user personas interacting with the Experience Cloud platform
• Map needs, behaviors, and expectations of each persona to the platform's features and design
• Facilitate workshops to validate and refine persona definitions and alignments
• Work with enterprise architects and development teams to outline Business Process Architectures at both high and detailed levels
• Document and communicate how business processes integrate within the Experience Cloud
• Provide consultative support on best practices for BP architecture configurations
• Break down EPICs into manageable user stories for development implementation
• Define clear acceptance criteria for user stories to guide testing and validation
• Facilitate agile ceremonies, adjusting user stories based on feedback and project evolution

Requirements

• Business analysis expertise with at least 2 years in a similar role
• Deep understanding of media processes and Experience Cloud
• Skills in personas identification and Business Process Architecture preparation
• Familiarity with agile methodologies and user story development
• Proficiency in English at B2 level or higher
• Competency in problem-solving and strong presentation skills
• Background in media industry, customer experience-driven solutions

Nice to have

• Knowledge of UI/UX design principles for user-centric solutions
• Understanding of additional cloud technologies
• Flexibility to adapt to new technologies and frameworks

We offer

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Monthly non-taxable amount for the electricity and internet bills