[Hiring] Business Analyst @Confiz

Role Description

Confiz is currently seeking a Business Analyst to support one of our largest clients. This is a critical initiative to transition separate Consumer Care teams into a unified organizational design under Corporate Affairs. This transformation involves implementing a consolidated contact center vendor strategy that leverages a harmonized technology stack.

The end-state solution aims to unlock synergy value by:

• Streamlining operations
• Sunsetting heritage Kellanova (K) technology
• Improving data quality and consistency
• Elevating the consumer experience through the consolidation of technology and contact center vendors

A key enabler for this objective is the consolidated tech stack, which will harmonize Quality Metrics and related critical alert processes.

Responsibilities

• During Design Phase
  • Prepare user stories and detailed functional requirements for the harmonized Salesforce Service Cloud and connected technologies (e.g., Sprinklr) and interfaces.
  • Actively contribute to the Salesforce Design process led by an external partner (Salesforce platform vendor).
  • Support the development of key deliverables including:
    • Capabilities Blueprint & Prioritization
    • Future State Architecture
    • Persona Definitions & User Journeys
    • Data & Integration Design
    • Testing Strategy
    • Training Strategy
    • Deployment Strategy
    • Implementation Timeline/Budget/Resource Plan post design
    • Future State Process Maps
  • Define data requirements and mappings, including identifying the need for records consolidation, migration, and designing data integration solutions.
  • Analyze and document how processes and ways of working will be impacted by technology changes and vendor consolidations.
  • Contribute to understanding how the consolidated tech stack will enable the harmonization of M/K Quality Metrics and related critical alert processes.
• During Execution & Regional Deployments
  • Support the build and test phases for the integrated technology stack, collaborating closely with Salesforce vendors, DT Project Managers, Testers, and Data / Integration leads.
  • Lead or support User Acceptance Testing (UAT) activities to ensure that implemented solutions meet the defined business requirements and user needs.
  • Play a key role in Data Mapping/Conversion/Migration/Validation efforts.
  • Provide expertise and training/release support during regional deployments across all in-scope areas.
  • Address specific functional and technical requirements for the China region deployment.
  • Collaborate with Digital Technology teams to maintain and evolve data flows to Azure and Power BI for analytics and reporting.
• General/Throughout Project Lifecycle
  • Act as a crucial liaison between business stakeholders and technical teams.
  • Support efforts related to the decommissioning of legacy Kellanova platforms and the renegotiation of technology contracts.
  • Contribute to change management, communications, release, and training efforts to facilitate adoption by affected end-users.

Qualifications

• Proven experience as a Business Analyst, specifically in the Digital Technology (DT) domain.
• Essential experience with Salesforce Service Cloud in discovery, design, build, test, and deployment phases.
• Demonstrated ability to prepare user stories and translate business requirements into functional and technical specifications.
• Experience in data analysis, data mapping, data migration, data conversion, and data validation.
• Familiarity with contact center operations and vendor management strategies.
• Experience supporting User Acceptance Testing (UAT) and User Training.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication, interpersonal, and presentation skills.
• Ability to work effectively in a dynamic, multi-regional environment.

Benefits

• Work with cutting-edge technologies.
• Contribute success to the company as well as to yourself.
• Vibrant culture of learning via collaboration.
• Fun workplace environment.

Company Description

We have a global team of amazing individuals working on highly innovative enterprise projects & products. Our customer base includes Fortune 100 retail and CPG companies, leading store chains, fast growth fintech, and multiple Silicon Valley startups. What makes Confiz stand out is our focus on processes and culture. Confiz is ISO 9001:2015 (QMS), ISO 27001:2022 (ISMS), ISO 20000-1:2018 (ITSM) and ISO 14001:2015 (EMS) Certified.

To know more about Confiz, visit: Confiz LinkedIn