Service Cloud Business Analyst

at  Epam Systems

We are looking for a seasoned Service Cloud Business Analyst to enhance our Experience Cloud platform.
The ideal candidate should possess a robust understanding of media process execution and adeptness in leveraging Experience Cloud technologies. The role requires forging close relationships with stakeholders to effectively gather requirements, manage projects, and drive the successful implementation of business solutions.
We accept CVs in English only.

REQUIREMENTS

• Business analysis expertise with at least 2 years in a similar role
• Deep understanding of media processes and Experience Cloud
• Skills in personas identification and Business Process Architecture preparation
• Familiarity with agile methodologies and user story development
• Proficiency in English at B2 level or higher
• Competency in problem-solving and strong presentation skills
• Background in media industry, customer experience-driven solutions

• Develop and sustain a prioritized backlog of EPICs that coordinates with long-term strategic goals
• Identify key features and functionalities for the Experience Cloud, documenting them as EPICs
• Regularly refine the backlog based on business shifts or implementation feedback
• Analyze different user personas interacting with the Experience Cloud platform
• Map needs, behaviors, and expectations of each persona to the platform’s features and design
• Facilitate workshops to validate and refine persona definitions and alignments
• Work with enterprise architects and development teams to outline Business Process Architectures at both high and detailed levels
• Document and communicate how business processes integrate within the Experience Cloud
• Provide consultative support on best practices for BP architecture configurations
• Break down EPICs into manageable user stories for development implementation
• Define clear acceptance criteria for user stories to guide testing and validation
• Facilitate agile ceremonies, adjusting user stories based on feedback and project evolution