[Hiring] Senior Business Analyst @In All Media

Role Description

You will join a large enterprise ecosystem initiative focused on modernizing and optimizing customer service and support operations through the Salesforce platform (primarily Service Cloud). The primary objective of this role is to bridge the gap between business stakeholders and technical execution teams, turning strategic visions into actionable technical delivery. You will ensure that all delivered software, integrations, and configurations directly support core business goals across the APAC region.

Key Responsibilities

• Requirements Elicitation & Analysis: Elicit, analyze, and document complex business requirements through stakeholder interviews, process observation, and interactive workshops. Translate high-level business needs into detailed user stories, functional specifications, and Business Requirements Documents (BRDs).
• Workflow & Rule Definition: Define business rules, measurable success metrics, and explicit acceptance criteria for automated and AI-enabled workflows, maintaining end-to-end traceability from initial needs to technical solutions.
• Process Modeling & System Analysis: Map current-state ("as-is") and future-state ("to-be") operational processes using standard modeling techniques (BPMN, swimlane diagrams). Analyze complex data models, data flows, and configurations to identify operational gaps and dependency risks across integrated systems.
• Solution Delivery & Agile Collaboration: Partner closely with Product Managers, Solution Architects, Developers, and QA engineers. Participate actively in Agile/Scrum ceremonies, providing functional input on API connectivity, data migration patterns, and middleware integration across multi-system landscapes.
• User Acceptance Testing (UAT): Lead UAT strategy by developing comprehensive test scenarios, mapping business requirements to test cases, coordinating execution cycles, and managing defect triage and validation prior to deployment.
• Change Management & Governance: Maintain decision logs, knowledge transfer documentation, and change control materials. Assist with change management strategies, stakeholder communication, and proactively tracking project status, risks, and dependencies.

Qualifications

• 5+ years of hands-on experience as a Business Analyst in an enterprise technology environment.
• Advanced skill in requirements gathering, process modeling (BPMN/swimlane), writing user stories, BRDs, and defining explicit acceptance criteria.
• Proven background working on projects involving major CRM platforms (Salesforce or comparable enterprise systems).
• Strong technical comprehension of system integrations, cross-system data flows, and API connectivity.
• Hands-on experience leading UAT planning, test case execution, stakeholder testing coordination, and defect management.
• Direct experience operating within Agile/Scrum delivery frameworks.
• Excellent written and verbal communication skills with the ability to bridge gaps between non-technical business leaders and technical engineering teams.

Nice-to-Have Skills

• Experience in large-scale Salesforce Service Cloud implementations, Omni-Channel routing, case management workflows, standard object models, and declarative configuration capabilities (Flows, Process Builder).
• Domain experience in customer service operations, contact centers, or customer support technologies.
• Experience gathering requirements for AI-driven features (e.g., intelligent case classification, predictive routing, generative AI agent assist).
• Basic exposure to prompt engineering, evaluating generative AI tools, defining data readiness, and familiarity with Einstein AI tools within Service Cloud.
• Proficiency with tools such as Jira and Confluence.

Time Zone & Collaboration

The role is fully remote and focused on the APAC region. Collaboration and alignment with standard Asia-Pacific (APAC) business hours are required to ensure seamless integration with regional stakeholders and the core engineering team.

Language

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