CX Salesforce IT Business Analyst

SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of 99,500 dedicated professionals with over 145 years of service excellence.

As a CX Salesforce IT Business Analyst, you will be part of our Customer Experience Program IT team, focusing on deploying and integrating our sales and marketing applications within the SGS IT ecosystem. You will collaborate with business units, bridge IT and business stakeholders, and contribute to the digital transformation of our customer engagement processes.

SGS operates in a dynamic and global environment and this role involves interaction with stakeholders across various countries on high-visibility projects within Salesforce ecosystem including: sales, customer service and potentially revenue and marketing clouds as well as some others applications part of our landscape. All our projects led from our digital hub in Madrid

Primary Responsibilities

1. Stakeholder Engagement

• Establish and maintain trust-based relationships with key business stakeholders.
• Lead business requirements discussions and workshops to identify, clarify, and document needs.

2. Requirements Management

• Collaborate with Business Product Owners (BPOs) to prioritize and assess the business value of requirements.
• Conduct impact analysis on existing processes and document functional designs or review those provided by partners.
• Create detailed business process flows, user stories, and acceptance criteria.

3. Data-Driven Analysis & Reporting

• Support data-driven decision-making by designing dashboards and KPIs that assist stakeholders in making strategic choices.

4. Change Management & Deployment

• Assist the change management team in creating training materials and preparing sessions for effective knowledge transfer.
• Coordinate deployment and rollout plans with stakeholders, ensuring smooth transitions and successful integration.

5. Hands-On Salesforce Administration and Integration

• Apply Salesforce administration and configuration knowledge in controlled environments to perform Proofs of Concept (PoC).
• Configure integrations with third-party applications that plug into Salesforce (e.g., On24, LINQ, Elliephere, Captello, Pandadoc).

6. Collaboration with IT and Vendors

• Maintain collaborative relationships with IT peers and external vendors, ensuring alignment and quality in service delivery.

• Bachelor’s degree in Computer Science or a related field.
• Minimum 5 years in business analysis within a high-technology or software development environment, including system administration and configuration of Salesforce (Sales, Service, and Experience Clouds).
• Salesforce Certifications are a plus.
• Previous experiences working in a global and/or multinational company
• Proficiency in Agile methodologies (SCRUM, SAFE, Kanban) and Application Lifecycle Management.
• Competence in business analysis techniques, such as process modeling, requirements analysis, user requirement specification and user story creation.
• Strong English communication skills (additional languages are advantageous).

Competencies

• Team collaboration
• Strong communication skills
• Ethical conduct
• Problem-solving orientation

Why SGS?

• Join a globally recognized and stable company, a leader in the Testing, Inspection, and Certification (TIC) industry.
• Enjoy a flexible schedule and work model.
• Access continuous learning opportunities through SGS University and Campus.
• Collaborate in a multinational environment with colleagues from various continents.
• Benefit from a comprehensive benefits platform.

Apply Now:

At SGS, we are committed to fostering an open, friendly, and supportive culture that thrives on teamwork. We value diversity and provide endless opportunities to learn, grow your expertise, and fulfill your potential. Apply now to join our motivated and dynamic team!