Business Analyst

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, sun setting heritage technology, improving data quality and consistency, and 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.

• Gather and define business requirements to ensure alignment with project objectives. Engage stakeholders to validate requirements and prioritize them based on business impact and feasibility.
• Prepare user stories and detailed functional requirements for the harmonized Salesforce Service Cloud and connected technologies (e.g., Sprinklr) and interfaces.
• Use Agile methodologies and tools (Azure Dev Ops, Jira, Confluence, MS Teams) and work on a global Agile team using Project Management Excellence for Integration processes.
• Actively contribute to the Salesforce Discovery/Design process led by Business, DT, and external partner (Salesforce platform vendor). This involves identifying changes and design requirements to integrate Salesforce Service Cloud technology stacks under Corporate Affairs.
• Support the development of key deliverables including Capabilities Blueprint & Prioritization, Future State Architecture, Persona Definitions & User Journeys, Data & Integration Design, Implementation Timeline/Budget/Resource Plan post discovery, and Future State Process Maps.
• Define data requirements, 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, recognizing that SFSC platform changes will affect contact handling processes and system look/feel.
• Contribute to understanding how the consolidated tech stack will enable the harmonization of Quality Metrics and related critical alert processes, including the impact of data model changes on Quality metric reporting.

• Support the build and test phases for the integrated technology stack, collaborating closely with Salesforce vendors, DT Project Managers, Testers, and Release Managers who are utilizing Project Management Excellence for Integration Processes. Prior to commencement of testing, ensure have documented the key requirements to be validated mapped to test cases.
• Lead or support End to End Integration and User Acceptance Testing (UAT) activities to ensure that implemented solutions meet the defined harmonized business requirements and user needs. Test reports must be produced and signed off by the Business at the conclusion of each level of testing.
• Play a key role in Data Conversion/Migration/Validation efforts, supporting labor associated with moving legacy data into the new harmonized system and ensuring data quality and consistency which involves documenting validations to ensure data is complete. Need to ensure that we capture and retain the relevant data integration control documentation.
• Provide expertise and support during training and regional deployments across all in-scope areas, including Accelerator, AMEA, Europe, Lat Am, and North America.
• Address specific functional and technical requirements for the China region deployment, ensuring Salesforce is implemented in compliance with local legal and security constraints while aiming for a global model.
• Collaborate with Digital Technology teams to maintain and evolve data flows to Azure and Power BI for analytics and reporting, ensuring that critical analytics capabilities.
• Support the transition of the integrated solution to the Global Services (MGS) team for ongoing sustainment support, including maintenance and issue resolution.

• Act as a crucial liaison between business stakeholders (e.g., Corporate Affairs, Commercial, Q&FS, Finance, Growth/Marketing, P&O, Legal) and technical teams, translating complex business needs into technical specifications and vice versa.
• Support efforts related to the decommissioning of legacy platforms and the renegotiation of technology contracts, contributing to the realization of synergy value.
• Contribute to change management, communications, and training efforts to facilitate adoption by affected end-users, including Snacking Consumer Care Associates and Contact Center Vendors and Support Staff.
• Ensure that all data-related aspects of the project conform to company standards.

• Proven experience as a Business…