Salesforce Business Analyst / Customer Experience

The Role

What You’ll Do

• Collaborate with business and technical stakeholders to gather, analyze and validate requirements for Customer Care solutions.
• Write clear User Stories, acceptance criteria and functional requirements documentation.
• Support solution design discussions, ensuring alignment between business needs and technical implementation.
• Perform impact analysis of changes, identifying risks, dependencies and downstream effects.
• Participate in Customer Care projects, preferably within telecommunications environments.
• Act as a client-facing consultant, building trust through strong communication and facilitation skills.

Responsibilities & Technical Scope

• Perform end-to-end requirements analysis across Customer Care journeys.
• Work with Salesforce Service Cloud, understanding core concepts and processes (technical exposure is a plus).
• Contribute to solution design activities in collaboration with architects and developers.
• Analyze existing processes and propose improvements focused on efficiency and customer experience.
• Support Agile delivery teams with backlog refinement, clarification sessions and functional guidance.
• Assist change and adoption activities to ensure successful implementation of new solutions.

What You Bring

• Solid knowledge of Salesforce Service Cloud (functional, with technical exposure preferred).
• Proven experience writing User Stories, acceptance criteria and functional documentation.
• Experience in requirements analysis, solution design and stakeholder discussions.
• Experience performing impact analysis of functional and system changes.
• Previous experience in Customer Care projects (telecom sector is a strong plus).
• Strong soft skills, with confidence in client-facing roles.
• At least 1 year of relevant professional experience.
• Master’s Degree in a relevant field is valued.

Nice to Have

• Experience with Agile methodologies.
• Background in Business Process Design or Analysis.
• Exposure to Change Management activities.
• Experience working in complex, multi‑stakeholder environments.

Lisbon

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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.