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 Kellanova (K) 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.

• 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, and 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, 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 M/K 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 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, supporting labor associated with moving legacy Kellanova data into the new harmonized system and ensuring data quality and consistency.
• Provide expertise and training/release support during 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.

• 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 Kellanova platforms and the renegotiation of technology contracts, contributing to the realization of synergy value.
• Contribute to change management, communications, release, and training efforts to facilitate adoption by affected end-users.

• 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. Experience with SAP to Salesforce transitions.
• Demonstrated ability to prepare user stories and translate business requirements into functional and technical specifications for core product and interfaces.
• Experience in data analysis, data mapping, data migration, data conversion, and data validation, with a strong understanding of data quality and integration design principles.
• 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,…