[Hiring] Salesforce Omnichannel Business Analyst @Galileo Global Education

Role Description

We are looking for a Business Analyst with omnichannel experience to join our international CRM Omnichannel team. The team works across Salesforce Cloud and omnichannel solutions to improve customer experience for our schools and business units.

In this role, you will act as a key link between business stakeholders and technical teams, helping to define needs, design functional solutions and support implementation across group and local projects.

Key Responsibilities

• Prepare and facilitate functional workshops with business teams and key users
• Gather, analyse and document business requirements for omnichannel solution
• Contribute to functional design and validation committees
• Propose improvements to omnichannel application and the integration with Salesforce
• Translate business needs into clear specifications, including omnichannel-related solutions
• Act as a reference point for the omnichannel solution with internal and external stakeholders
• Support the administration, configuration and implementation of omnichannel platforms using Agile methods
• Work on both Group-level projects and local school projects where the Group solution is implemented
• Continue developing your expertise through training, learning tools and relevant certifications

Qualifications

• Proven experience in omnichannel projects
• Strong interest in business processes, user needs and client organisations
• Ability to manage client requests rigorously from initial need through to delivery
• Good understanding of IT projects and the ability to work with business users, directors, developers, architects and infrastructure experts
• Knowledge of information system concepts such as architecture, APIs, web services, databases, SQL, MDM and CI/CD pipelines
• Experience with Salesforce configuration and customisation
• Excellent communication skills in English, both written and spoken
• Strong interpersonal skills, with the ability to listen, collaborate and work effectively in cross-functional teams
• A service-oriented mindset, autonomy, flexibility and a proactive approach to learning

Nice to Have

• Hands-on experience with omnichannel solutions such as Twilio Flex, Salesforce Agentforce or Amazon Connect
• Knowledge of Salesforce Sales Cloud and Marketing Cloud
• Fluency in French

Benefits

You will join an international environment where business analysis, CRM expertise and omnichannel technologies come together to support schools across the Galileo Global Education Group. This is an opportunity to contribute to meaningful digital transformation projects while developing your technical and functional expertise.