Job Description

Position: Senior Business Analyst II (Salesforce & Operations)

Location: Remote

Contract Type: Full-time vendor (Direct contract with Inallmedia.com)

Time Zone Alignment: Central / Eastern Time (CT/ET) ±2 hours

🧭 About Inallmedia.com Inallmedia.com is a global technology and design firm focused on building impactful digital solutions through remote, distributed teams across LATAM. We partner with international clients across industries, providing long-term technical expertise, product innovation, and team augmentation.

🚀 Project Overview You will join an enterprise project team focused on discovering, documenting, and delivering digital business solutions centered on the Salesforce ecosystem, specifically Service Cloud and customer support technologies. Acting as the critical connection point between business stakeholders and technical execution teams, the Business Analyst II will drive the end-to-end delivery lifecycle—from initial requirements elicitation and process mapping through UAT management, cross-system API integration scoping, and operational change management.

🔍 Key Responsibilities

• Requirements Elicitation & Documentation: Elicit, analyze, and document business needs using stakeholder interviews, workshops, and process observation; translate them into actionable BRDs, user stories, functional specifications, and acceptance criteria.
• Process Modeling & Gap Analysis: Map current-state and future-state business processes using standard notation techniques (BPMN, swimlane diagrams, data flow maps) to identify system gaps, manual inefficiencies, and optimization opportunities.
• Cross-Functional Collaboration & Traceability: Partner with Product Managers, Solution Architects, Developers, and QA engineers to ensure requirements are understood, maintaining end-to-end traceability from business goal to technical delivery.
• UAT Leadership & Defect Management: Plan, coordinate, and execute User Acceptance Testing (UAT) cycles by defining business test scenarios, facilitating testing sessions, managing defect triage, and ensuring platform stabilization.
• Integration & Dependency Scoping: Evaluate dependencies across interconnected business systems and define functional integration requirements involving REST APIs, middleware, and cross-system data flows.
• Agile/Scrum Delivery: Actively participate in iterative Agile delivery ceremonies (sprint planning, backlog refinement, daily standups, retrospectives) using Jira and Confluence.
• Change Management & Organizational Readiness: Author knowledge-transfer documentation, decision logs, and training materials to support user adoption and operational change management during platform rollouts.

💡 Must-Have Skills

• Experience Level: 5+ years of experience as a Business Analyst in tech-driven or enterprise environments.
• Core Business Analysis Skills: Advanced proficiency in requirements gathering, BRD authoring, user story writing, acceptance criteria definition, and business process modeling (BPMN).
• Enterprise CRM Exposure: Hands-on experience working on projects involving major CRM platforms (Salesforce strongly preferred) or comparable enterprise software.
• UAT Leadership: Proven ability to plan, manage, and coordinate UAT execution, user feedback cycles, and defect triage.
• Technical & Integration Literacy: Strong understanding of system integrations, data movement, and API connectivity between platforms.
• Agile Tooling & Delivery: Hands-on experience working within Agile/Scrum delivery models using Jira and Confluence.
• Stakeholder Management: Exceptional written and verbal communication skills with a proven ability to bridge gaps between non-technical business leaders and engineering teams.

🌟 Nice-to-Have Skills

• Salesforce Ecosystem Depth: Familiarity with Salesforce Service Cloud, Omni-Channel routing, case management workflows, object models, and declarative automation (Flows).
• AI/ML Requirements & Agentic Workflows: Experience gathering requirements for AI features (predictive case routing, intelligent classification, GenAI assist, Salesforce Einstein), prompt engineering concepts, and data governance rules.
• Contact Center & Support Tech: Background in customer service technology, contact center operations, or enterprise support platforms.
• Data Migration & Integration Patterns: Understanding of complex data migration efforts, enterprise reporting/analytics, and integration patterns (middleware, REST APIs).

🌐 Time Zone & Collaboration The role requires collaboration with teams aligned to Central & Eastern Time (ET).

Flexibility to overlap with North America business hours is expected.

💬 Language All interviews, documentation, and daily communication will be in English.

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