Business Analyst with Salesforce

Required experience & qualifications:

• Relevant years of experience as a Business Analyst in complex enterprise environments.
• 3‑5+ years of experience delivering requirements and process design for ServiceNow implementations (ITSM/CSM and related workflows).
• Strong experience defining requirements for multi‑system integrations (APIs/events), including data mapping and operational non‑functionals.
• Practical working knowledge of Salesforce Service Cloud (case management and service intake patterns).
• Experience working in Agile delivery models and tools, including Azure DevOps (Boards/work items).
• Advanced documentation and modelling skills (process maps, use cases, user stories, data flows, decision logs).
• Strong facilitation, negotiation, and stakeholder management skills; comfortable operating with senior business and technical leaders.
• Strong analytical mindset with attention to detail; able to structure ambiguity into clear, testable requirements.

Preferred certifications:

• IIBA CBAP/CCBA (or equivalent)
• ServiceNow CSA (and optionally CIS‑ITSM / CSM‑related CIS)
• ITIL 4 Foundation
• Salesforce Admin / Platform certification (beneficial)
• Azure Fundamentals (AZ‑900) (beneficial)

Key competencies:

• Requirements engineering and scope control for complex initiatives
• Service management process expertise and customer‑service mindset
• Integration‑centric thinking (end‑to‑end scenarios, data ownership, operational reliability)
• Excellent communication (written and verbal) and executive‑level facilitation
• Collaboration across product, architecture, engineering, security, and operations

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