Accenture Technology
At Accenture Technology, we turn bold ideas into powerful digital solutions.
We work at the intersection of business and technology, helping organizations reinvent how they operate and deliver value.
If you enjoy transforming complexity into clarity and collaborating in fast-paced, innovative environments, this role is for you.
The Role
We are looking for a
Business Analyst / Functional Analyst – Customer Care
to join our Technology team in Portugal.
This role sits at the heart of customer experience transformation, where you will translate business needs into clear, effective solutions, mainly within
Salesforce Service Cloud
environments.
You will work closely with clients, product owners and technical teams, contributing with strong analytical skills, functional expertise and a customer-centric mindset.
What You'll Do
Collaborate with business and technical stakeholders to gather, analyze and validate requirements for Customer Care solutions.
Write clear
User Stories
,
acceptance criteria
and
functional requirements documentation
.
Support solution design discussions, ensuring alignment between business needs and technical implementation.
Perform
impact analysis
of changes, identifying risks, dependencies and downstream effects.
Participate in Customer Care projects, preferably within
telecommunications environments
.
Act as a client-facing consultant, building trust through strong communication and facilitation skills.
Responsibilities & Technical Scope
Perform end-to-end
requirements analysis
across Customer Care journeys.
Work with
Salesforce Service Cloud
, understanding core concepts and processes (technical exposure is a plus).
Contribute to
solution design
activities in collaboration with architects and developers.
Analyze existing processes and propose improvements focused on efficiency and customer experience.
Support Agile delivery teams with backlog refinement, clarification sessions and functional guidance.
Assist change and adoption activities to ensure successful implementation of new solutions.
What You Bring
Solid knowledge of
Salesforce Service Cloud
(functional, with technical exposure preferred).
Proven experience writing
User Stories
, acceptance criteria and functional documentation.
Experience in
requirements analysis
, solution design and stakeholder discussions.
Experience performing
impact analysis
of functional and system changes.
Previous experience in
Customer Care projects
(telecom sector is a strong plus).
Strong soft skills, with confidence in
client-facing roles
.
At least
1 year of relevant professional experience
.
Master's Degree
in a relevant field is valued.
Nice to Have
Experience with
Agile methodologies
.
Background in
Business Process Design or Analysis
.
Exposure to
Change Management
activities.
Experience working in complex, multi-stakeholder environments.
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