Hi,
Job Title: Business Analyst - Customer Support
Location: REMOTE
Duration: 3 Months (Extendable for a 1 year overall)
The Business Analyst - Customer Support serves as a strategic technology partner and domain expert for the organization's customer support and service-management capabilities, with a primary focus on solutions delivered through Salesforce.
The successful candidate will combine strong business analysis and stakeholder management skills with operational knowledge of Salesforce and an understanding of modern customer service and case-management processes. This individual does not need to be a Salesforce developer or administrator but should understand Salesforce capabilities well enough to identify opportunities, evaluate solution approaches, challenge assumptions, and partner effectively with architects, product leaders, developers, and administrators.
Key Responsibilities
• Serve as the primary IT business partner and domain expert for Customer Support stakeholders.
• Build and maintain strong relationships with business leaders, operational teams, subject matter experts, and technology delivery teams.
• Develop a detailed understanding of customer support operations and service processes, business priorities, pain points, performance measures, and strategic objectives.
• Translate business strategies and operational problems into clearly defined business outcomes, capabilities, processes, and technology requirements.
• Maintain a prioritized view of business needs and opportunities across the Customer Support domain.
• Facilitate discovery sessions, process reviews, requirements discussions, and solution-design conversations with business and technology stakeholders.
• Evaluate requests within their broader business and technology context rather than treating individual requests as isolated enhancements.
• Partner with Salesforce architects, developers, administrators, integration teams, and other technology specialists to develop effective solutions.
Required Qualifications
• Demonstrated experience as a Business Analyst, Product Analyst, Business Systems Analyst, Product Owner, or similar business-facing technology role.
• Strong experience building trusted relationships with business stakeholders and serving as a primary point of engagement between business and technology teams.
• Ability to understand business operations, strategic priorities, and desired outcomes and translate them into actionable technology initiatives.
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