Business Analyst - Digital Support Enablement & CX

Reports To

Director – Support System & Tools Integration

What You Will Be Doing

• Collaborate with stakeholders to gather detailed business requirements.
• Review use cases and analyze customer service processes for automation opportunities.
• Develop and maintain comprehensive documentation, including business requirements and user stories.
• Participate in solution design and estimations, ensuring alignment with business needs.
• Translate business requirements into functional specifications, user stories, and business requirements documents.
• Align with technical architects and developers to ensure accurate reflection of business needs in solution architecture.
• Collaborate with product and design teams to create simple and elegant flows that deliver required functionality.
• Develop change management plans with communication strategies and stakeholder engagement.
• Attend agile ceremonies, such as daily stand-ups, sprint planning, and retrospectives.
• Participate in UAT and Go-Live processes, including test planning, execution and status reporting .
• Validate deliverables against requirements and ensure quality standards.
• Develop and provide training materials for end-users and support staff.
• Conduct training sessions to ensure user adoption and gather feedback.
• Offer ongoing support and address user concerns related to new functionalities.
• Create detailed documentation, including flow charts, written descriptions, screenshots, and videos.
• Monitor and report on the performance of implemented solutions.
• Prepare final reports on the impact of implemented use cases.
• Build effective relationships with key business stakeholders, including BPO partners.
• Develop strong client relationships and facilitate communication between business units and technical teams.
• Identify business process improvements and automation opportunities.
• Gather feedback from stakeholders and end-users for optimization.
• Conduct lessons learned sessions to capture key insights and best practices for future engagements.

What You Will Bring to ChargePoint

• In-depth knowledge of Salesforce Service Cloud functionalities, including configuration and customization.
• Ability to translate complex business requirements into scalable IT solutions.
• Strong analytical and problem-solving skills with the ability to validate solutions against business requirements.
• Excellent communication skills for effective collaboration with stakeholders and clients.
• Experience in developing training materials and providing support to ensure user adoption and satisfaction.
• Proficiency in creating detailed documentation using various formats, including flow charts, written descriptions, screenshots, and videos.
• Ability to build trust and positive working relationships with clients and team members.
• Experience in developing and implementing change management plans. 

Requirements

• Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field.
• 12-14 years of experience in business analysis with a focus on implementing chatbot and AI technologies in support and service organizations.
• Proven experience with cloud-based CRM platforms like Salesforce Service Cloud.
• Strong understanding of customer service processes and best practices.
• Experience with data integration and migration in Salesforce.
• Customer-facing consulting experience with strong stakeholder management skills.
• Proficiency in project management tools and Agile methodologies.
• Familiarity with natural language processing (NLP) and machine learning concepts is a plus.
• Self-motivated and proactive with strong attention to detail.
• Proven knowledge of business processes and KPIs, including best practices for sales and service processes.

Location

Remote, India

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer. 
Applicants only - Recruiting agencies do not contact.