Salesforce Business Analyst
The role will support the delivery and evolution of a multi-market, omni-channel consumer care platform built on Salesforce Service Cloud, integrated with Sprinklr, CRM, ERP, eCommerce, and telephony platforms across multiple APAC and North Asia markets.
The Business Analyst will act as the functional bridge between business stakeholders and technical teams, ensuring high-quality delivery of consumer care capabilities that enable scalable, consistent, and premium consumer care experiences.
Key Responsibilities:
- Expert proficiency in Requirements Analysis is required. Advanced proficiency in Salesforce Service Cloud is recommended.
- Facilitate workshops and meetings to gather requirements and ensure stakeholder alignment.
- Develop detailed documentation that clearly outlines business processes and system requirements.
- Utilize data analysis techniques to identify trends and insights that inform business decisions.
- Collaborate with technical teams to ensure that solutions meet business needs and are implemented effectively.
- Continuously seek opportunities for process improvement and innovation within the organization.
- Support training materials, user guides, and agent onboarding
Required Skills & Experience:
Possess minimum 3-6 years of experience as a Business Analyst / Functional Consultant on Salesforce projects
Hands-on experience with Salesforce Service Cloud
Salesforce certifications such as Salesforce Business Analyst, Service Cloud Consultant, or Administrator is preferrable
Experience in consumer care, retail, or omni-channel service environments
Strong stakeholder management and communication skills
Kuala Lumpur
Equal Employment Opportunity Statement
We are looking for people with their own life story and out-of-the-ordinary resume. Individual, not just like the rest. Different rather than conventional. Diversity is our strength and an essential element of Accenture’s corporate culture. We want an inclusive and open working environment in which everyone can be their natural selves. Everyone is welcome to apply to Accenture, regardless of origin, creed, disability, age, nationality, marital status, partnership status, sexual orientation, gender or other legally protected reasons.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.