Business Analyst

Svitla Systems Inc. is looking for a Business Analyst for a full-time position (40 hours per week) in LATAM.

Our client is one of the world’s largest and fastest-growing job sites.

This role supports the discovery, documentation, and delivery of business solutions within a large enterprise environment. While the work spans a broad range of business and technology domains, the primary engagement centers on the Salesforce ecosystem, particularly Service Cloud. The Business Analyst II acts as the connection point between business stakeholders and technical teams, independently driving requirements from elicitation through delivery. The overall objective is to ensure that delivered solutions remain aligned with business goals.

Time zone adjacent: U.S. Central Time (CT)

Requirements

• 5+ years of experience as a Business Analyst in technology-driven environments.
• Strong proficiency in requirements elicitation and documentation, including user stories, BRDs, and acceptance criteria.
• Strong proficiency in business process modeling and analysis.
• Strong stakeholder management skills, with the ability to work effectively across business and technical teams.
• Strong proficiency in UAT planning, coordination, and defect management.
• Demonstrated experience working on projects involving CRM platforms (Salesforce preferred) or comparable enterprise systems.
• Familiarity with system integrations, data flows, and API-based connectivity between platforms.
• Hands-on experience with Agile/Scrum delivery methodologies and tools such as Jira and Confluence.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Strong written and verbal communication skills, with the ability to tailor messaging to technical and non-technical audiences.
  
  

Nice To Have

• Experience working in enterprise-scale Salesforce environments (Service Cloud, Omni-Channel, case management workflows).
• Understanding of the Salesforce object model, automation capabilities (Flows, Process Builder), and configuration versus customization trade-offs.
• Familiarity with data migration, reporting/analytics, or integration patterns such as REST APIs and middleware.
• Experience with complex data models, large-scale implementations, or multi-system landscapes.
• Background in contact center operations, customer service, or support technology platforms.
• Experience gathering and documenting requirements for AI-driven features or services, such as predictive routing, intelligent case classification, or generative AI-powered agent-assist solutions.
• Familiarity with Salesforce AI capabilities such as Einstein features or AI-powered automation within Service Cloud.
• Ability to define business rules, success metrics, and acceptance criteria for AI-enabled workflows.
• Understanding data readiness, quality, and governance considerations when scoping AI/ML initiatives.
• Exposure to prompt engineering concepts or evaluating generative AI tools for business process improvement.
• Experience facilitating stakeholder alignment on AI use cases, balancing business value against feasibility and risk.
• Experience working with Service Cloud or within a customer service/support operations domain.
  
  

Responsibilities

• Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.
• Translate business needs into clear, actionable user stories, acceptance criteria, and functional specifications.
• Map current-state and future-state business processes using standard modeling techniques such as BPMN, swimlane diagrams, and data flow diagrams.
• Facilitate requirements review sessions and maintain end-to-end traceability from business needs to delivered solution.
• Collaborate with Product Managers, developers, architects, and QA to ensure requirements are understood and delivered as intended.
• Support User Acceptance Testing by developing test scenarios, coordinating testing cycles, and managing defect triage.
• Analyze data and system configurations to identify gaps, inefficiencies, and improvement opportunities.
• Evaluate the impact of proposed changes across dependent systems and business processes.
• Provide input into integration requirements when solutions involve third-party platforms, APIs, or cross-system data flows.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, and retrospectives, within an iterative delivery model.
• Produce and maintain documentation, including business requirements documents (BRDs), process maps, decision logs, and knowledge transfer materials.
• Support change management and stakeholder communication around new feature rollouts.
• Deliver clear, complete, and well-organized documentation within established timelines.
• Adhere to established standards for requirements management and business analysis best practices.
• Proactively communicate project status, risks, dependencies, and open decisions.
• Work efficiently within a defined project scope and contract duration.
• Support testing, deployment, and stabilization efforts by ensuring business readiness and stakeholder alignment.
  
  

WE OFFER

• US and EU projects based on advanced technologies.
• Competitive compensation based on skills and experience.
• Flexibility in workspace, either remote or our welcoming office.
• Bonuses for article writing, public talks, and other activities.
• Free tech webinars and meetups organized by Svitla.
• Regular corporate online activities.
• Awesome team, friendly and supportive community!