Job Description

The IT Business Analyst will support the evaluation of Salesforce as a SaaS CRM platform for case management and customer service operations. The role focuses on gathering business requirements, mapping end-to-end user journeys, developing evaluation scenarios and assessing the platform's ability to meet business and operational needs.

Key responsibilities include:

Business Requirements Gathering and Analysis
- Engage business and operational stakeholders to understand existing case management processes, operational challenges and customer service requirements.
- Gather, analyse and document business, functional and operational requirements for the CRM platform.
- Identify key requirements relating to case creation, customer interaction logging, case assignment, escalation, resolution, supervisor review and closure.
- Translate business requirements into functional specifications, user stories and acceptance criteria.
- Identify process gaps, improvement opportunities and dependencies that may affect the suitability of the platform.
Business Process and User Journey Mapping
- Map end-to-end case processing workflows, including a major high-volume user journey and relevant escalation scenarios.
- Document business process flows, user roles, responsibilities, decision points, hand-offs and approval requirements.
- Identify opportunities to improve case handling efficiency, cross-team collaboration, operational visibility and customer service outcomes.
- Work with stakeholders to prioritise user journeys and evaluation scenarios based on business importance and the available POC timeframe.
Test Scenario Design and Business Validation
- Develop business test scenarios, test cases and acceptance criteria to assess the platform's ability to meet identified requirements.
- Validate functional capabilities across automated customer interaction logging, intelligent case triaging and routing, similar case detection, context summarisation, and trend and sentiment analytics.
- Evaluate operational and management reporting, multi-user collaboration, external stakeholder input and supervisor review or vetting workflows.
- Coordinate user acceptance testing (UAT), business demonstrations, stakeholder reviews and feedback collection.
- Record test results, identify functional gaps and work with technical teams to clarify issues and validate proposed solutions.
POC Evaluation and Recommendations
- Analyse test results, stakeholder feedback and evaluation data against agreed business requirements and success criteria.
- Assess platform strengths, limitations, dependencies and functional gaps in meeting identified operational needs.
- Document findings and recommendations, including potential process improvements, outstanding requirements and considerations for future implementation.
- Support the preparation of the final POC assessment to inform business value validation and future implementation decisions.
Documentation and Knowledge Transfer
- Prepare business requirements documents, process flows, user stories, test scripts, UAT records, evaluation reports and user guides.
- Document business processes, operating procedures and recommended best practices to support future platform adoption.
- Conduct knowledge-sharing sessions and provide guidance on requirements analysis, process mapping, business testing and evaluation methodologies.
- Support the transfer of business and operational knowledge to enable internal teams to manage and enhance the platform beyond the POC.

Job Requirements

Degree or diploma in Business Information Systems, Information Technology, Computer Science, Business Administration or a related discipline.
Relevant experience in business analysis, requirements gathering, process improvement, system implementation or application testing.
Experience engaging business stakeholders to elicit, analyse and document business and functional requirements.
Proficiency in business process mapping, workflow analysis, user story development and acceptance criteria definition.
Experience preparing test scenarios, test cases, UAT plans, test scripts and evaluation reports.
Ability to analyse business processes, identify gaps and translate operational needs into system requirements.
Familiarity with CRM, case management, customer service or workflow automation platforms would be advantageous.
Experience with Salesforce or similar enterprise CRM platforms.
Understanding of AI-assisted business functions, such as intelligent case routing, information summarisation, analytics and sentiment analysis, would be beneficial.
Strong analytical, problem-solving, communication and stakeholder engagement skills.
Good documentation skills, with the ability to produce clear and structured business and technical artefacts.
Experience in user training, knowledge transfer and operational readiness would be advantageous.
Experience in Salesforce CRM or AI-enabled case management POCs or implementations, with relevant project references, would be an added advantage.