Business Analyst
Artech LLC · Posted Nov 6, 2026
- Remote, Canada
- Remote
The role involves contributing to a major transformation project leveraging expertise in Salesforce Service Cloud and contact center operations within a retail industry setting.
Compensation
Competitive salary based on experience
Responsibilities
- Gather, analyze, and document business requirements for Service Cloud Voice migration
- Facilitate workshops with service operations, contact center leadership, and IT stakeholders
- Define future-state processes, agent workflows, reporting requirements, and success metrics
- Create and maintain business requirements, process maps, user stories, and acceptance criteria
- Support product backlog creation and refinement
Requirements
- Nice to have: Hands-on experience with Salesforce Service Cloud Voice migration or implementation
- Nice to have: contact center reporting
- Nice to have: KPIs
- Nice to have: success metrics