The IT Team at Amur Financial Group is seeking a detail-oriented and results-driven Business Analyst to join our dynamic team. The ideal candidate will work closely with cross-functional stakeholders to analyze, optimize, and support business processes and technology platforms—including Salesforce, NiceInContact, and other enterprise systems. This role is essential in bridging the gap between business needs and technology solutions to drive operational efficiency and customer satisfaction.

• Collaborate with business units to gather, document, and analyze requirements for enhancements to Salesforce, NiceInContact, and other platforms.
• Evaluate existing workflows and processes to identify improvement opportunities and propose scalable, user-centered solutions.
• Lead and facilitate workshops, interviews, and observation sessions with users, including call center agents, brokers, and management.
• Translate business requirements into clear functional specifications, process flows, and wireframes.
• Support the development and configuration of Salesforce (Sales Cloud, Service Cloud), ensuring business needs are met.
• Liaise between business stakeholders and technical teams, ensuring clarity and alignment on priorities, timelines, and deliverables.
• Develop and execute test plans, including UAT coordination and defect tracking.
• Support change management efforts by preparing training materials, documentation, and stakeholder communications.
• Monitor system performance and generate insights to help teams make data-driven decisions.
• Work collaboratively with internal and external vendors, including implementation partners and support providers.