业务分析师 II
#102 - Business Analyst II
我们正在寻找一位经验丰富的业务分析师，以支持大型企业技术环境中的业务解决方案的发现、文档编写和交付。该职位将在业务利益相关者和技术团队之间起到关键的连接作用，独立地推动需求从获取到交付的全过程。
工作内容涵盖业务流程、企业系统、集成、测试和变更交付，有大量接触CRM平台的机会。有Salesforce经验者优先，尤其是在Service Cloud生态系统中。
强烈建议具备企业级经验。
主要职责
- 通过与利益相关者的访谈、研讨会和流程观察来获取、分析并记录业务需求。
- 将业务需求转化为清晰、可操作的用户故事、验收标准、业务需求文档和功能规范。
- 使用标准建模技术（如BPMN、泳道图和数据流图）映射当前状态和未来状态的业务流程。
- 主持需求评审会议，并确保从业务需求到交付解决方案的全流程可追溯。
- 与产品经理、开发人员、架构师、QA专业人员和业务利益相关者协作，确保需求被清晰理解并按预期交付。
- 计划并支持用户验收测试，包括测试场景的开发、测试周期的协调、缺陷分类和解决跟踪。
- 分析业务流程、系统配置和数据，识别差距、低效环节和改进机会。
- 评估所提议变更对相关系统和业务流程的影响。
- 定义并记录涉及第三方平台、API和跨系统数据流的集成需求。
- 参与敏捷仪式，包括冲刺计划、待办事项细化、回顾会议和其他迭代交付活动。
- 生成并维护业务需求文档、流程图、决策日志、用户故事、验收标准和知识转移材料。
- 支持新功能和解决方案上线的变更管理和利益相关者沟通。
- 支持测试、部署、稳定性和业务准备活动。
- 主动沟通项目状态、风险、依赖关系和待决策事项。
- 在既定的时间内交付清晰、完整且结构良好的文档。
查看英文原文
We are seeking an experienced Business Analyst to support the discovery, documentation, and delivery of business solutions within a large enterprise technology environment. This role will serve as a key connection point between business stakeholders and technical teams, independently driving requirements from elicitation through delivery.
The work spans business processes, enterprise systems, integrations, testing, and change delivery, with significant exposure to CRM platforms. Salesforce experience is preferred, particularly within the Service Cloud ecosystem.
Enterprise experience strongly preferred.
Key Responsibilities
- Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.
- Translate business needs into clear, actionable user stories, acceptance criteria, business requirements documents, and functional specifications.
- Map current-state and future-state business processes using standard modeling techniques such as BPMN, swimlane diagrams, and data flow diagrams.
- Facilitate requirements review sessions and maintain end-to-end traceability from business needs through delivered solutions.
- Collaborate with Product Managers, developers, architects, QA professionals, and business stakeholders to ensure requirements are clearly understood and delivered as intended.
- Plan and support User Acceptance Testing, including development of test scenarios, coordination of testing cycles, defect triage, and resolution tracking.
- Analyze business processes, system configurations, and data to identify gaps, inefficiencies, and opportunities for improvement.
- Evaluate the impact of proposed changes across dependent systems and business processes.
- Define and document integration requirements involving third-party platforms, APIs, and cross-system data flows.
- Participate in Agile ceremonies including sprint planning, backlog refinement, retrospectives, and other iterative delivery activities.
- Produce and maintain business requirements documents, process maps, decision logs, user stories, acceptance criteria, and knowledge-transfer materials.
- Support change management and stakeholder communication for new features and solution rollouts.
- Support testing, deployment, stabilization, and business-readiness activities.
- Proactively communicate project status, risks, dependencies, and open decisions.
- Deliver clear, complete, and well-organized documentation within established timelines.
- Work independently within a defined project scope while collaborating effectively with cross-functional teams.
Must-Have Skills
- 5+ years of experience as a Business Analyst in technology-driven environments.
- Strong proficiency in requirements elicitation and documentation, including user stories, BRDs, and acceptance criteria.
- Strong proficiency in business process modeling and analysis.
- Strong stakeholder-management experience across both business and technical teams.
- Strong experience with UAT planning, coordination, and defect management.
- Experience working on projects involving CRM platforms, with Salesforce preferred, or comparable enterprise systems.
- Familiarity with system integrations, data flows, and API-based connectivity between platforms.
- Hands-on experience with Agile/Scrum delivery methodologies.
- Experience using Jira and Confluence.
- Ability to work independently while collaborating effectively within a cross-functional team.
- Strong written and verbal communication skills with the ability to tailor communication to technical and non-technical audiences.
Nice-to-Have Skills
- Experience in enterprise-scale Salesforce environments, particularly Service Cloud, Omni-Channel, and case-management workflows.
- Understanding of the Salesforce object model and automation capabilities such as Flows and Process Builder.
- Understanding of configuration-versus-customization trade-offs within Salesforce.
- Familiarity with data migration, reporting and analytics, REST APIs, middleware, or other enterprise integration patterns.
- Experience with complex data models, large-scale implementations, or multi-system environments.
- Background in contact-center operations, customer service, support operations, or related technology platforms.
- Experience gathering and documenting requirements for AI-driven features or services such as predictive routing, intelligent case classification, or generative AI-powered agent assistance.
- Familiarity with Salesforce AI capabilities such as Einstein features or AI-powered Service Cloud automation.
- Experience defining business rules, success metrics, and acceptance criteria for AI-enabled workflows.
- Understanding of data readiness, data quality, and governance considerations for AI or machine-learning initiatives.
- Exposure to prompt-engineering concepts or evaluation of generative AI tools for business-process improvement.
- Experience facilitating stakeholder alignment around AI use cases while balancing business value, technical feasibility, and risk.
- Experience working directly within Service Cloud or a customer-service/support-operations domai
Required Tools & Platforms
- CRM platforms, with Salesforce preferred, or comparable enterprise systems.
- Jira.
- Confluence.
- Enterprise systems involving integrations, data flows, and API-based connectivity.
Location, Time & Engagement
- Location: LATAM or APAC.
- Two openings are available.
- Remote contract engagement.
- Full-time allocation of approximately 40 hours per week.
- U.S. Central Time coverage is required.
- Candidates may be based in either LATAM or APAC.
- Current engagement end date: March 31, 2027.