Business Systems Analyst

Service Process & Case Management

• Document end-to-end service processes and case management flows

• Analyze current vs future workflows, identify gaps

• Define functional requirements for case routing, escalation, SLAs, entitlements, and automation

Experience Cloud (Customer & Partner Portals)

• Gather and document requirements for customer and partner portals

• Design portal functionality: self-service features, case submission/tracking, knowledge access, user journeys

• Collaborate with UX and technical teams for optimal portal experience

Solution Design & Validation

• Translate business requirements into functional specifications and user stories

• Validate Salesforce configurations against business needs and acceptance criteria

• Ensure alignment with platform standards, security, and best practices

Testing & UAT Coordination

• Define UAT scope, scenarios, and acceptance criteria

• Coordinate User Acceptance Testing with business users

• Track defects, manage resolutions, ensure sign-off before production release

Stakeholder Collaboration

• Facilitate requirement workshops, design reviews, and walkthrough sessions

• Provide ongoing clarification and support throughout delivery lifecycle