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TS
IT Asset Management Analyst
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- Contract
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Experis

Business Analyst

Toronto, ON, Canada

$65 to $85 CAD / hour · Contract

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Job details

Pay: $65 to $85 CAD / hour
Job type: Contract
Apply by: Dec 6, 2026
Posting language: English
Posted: Nov 6, 2026

Original job description

Role: Salesforce Business Analyst

Location: Toronto, ON

Work Model: Hybrid preferred, open to remote

Start Date: Nov 2026

End Date: Mar 2027

Job Duties:

Gather, analyze, and document business requirements for the migration to Service Cloud Voice.
Facilitate workshops with service operations, contact center leadership, and IT stakeholders to define future-state processes, agent workflows, reporting requirements, and success metrics.
Support backlog creation, user stories, testing, and business readiness activities.

Key Experience:

Salesforce Service Cloud requirements gathering and analysis
Contact center operations and customer service processes
Process mapping, user story development, and acceptance criteria definition
Service Cloud Voice and agent experience transformation initiatives
User acceptance testing and change management support

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More about this job

Responsibilities

Gather and document requirements for a migration to Service Cloud Voice, facilitating workshops to define future-state processes, agent workflows, reporting needs, and success metrics. Support backlog development, user stories, testing, and business readiness activities.

Requirements

The role calls for experience gathering and analyzing Salesforce Service Cloud requirements, along with knowledge of contact center operations and customer service processes. Relevant experience includes process mapping, user story and acceptance criteria development, Service Cloud Voice initiatives, user acceptance testing, and change management.

Skills

Salesforce Service Cloud
Requirements Gathering
Business Analysis
Contact Center Operations
Customer Service Processes
Process Mapping
User Story Development
Acceptance Criteria
Service Cloud Voice
User Acceptance Testing
Change Management
Backlog Creation
Workshop Facilitation
Business Readiness

Visa sponsorship

Not detected in the job text

Keywords

Salesforce
Service Cloud
Service Cloud Voice
Business Analysis
Requirements Gathering
Contact Center Operations
Customer Service
Process Mapping
Future-State Processes
Agent Workflows
Reporting Requirements
Success Metrics
Backlog Creation
User Stories
Acceptance Criteria
User Acceptance Testing
Change Management
Business Readiness
Workshop Facilitation

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