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
- Posting language
- English
- Posted
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
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
Categories
- Technology
- Data & Analytics
- Customer Service & Support
- Consulting
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