PstrongAccenture Technology /strong /ppAt 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.
/ppbr / /ppbr / /ppbr / /ppstronghe Role /strong /ppWe are looking for a strongBusiness Analyst / Functional Analyst – Customer Care /strong 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 strongSalesforce Service Cloud /strong environments.
/ppYou will work closely with clients, product owners and technical teams, contributing with strong analytical skills, functional expertise and a customer-centric mindset.
/ppstrongWhat You'll Do /strong /pulliCollaborate with business and technical stakeholders to gather, analyze and validate requirements for Customer Care solutions.
/liliWrite clear strongUser Stories /strong, strongacceptance criteria /strong and strongfunctional requirements documentation /strong.
/liliSupport solution design discussions, ensuring alignment between business needs and technical implementation.
/liliPerform strongimpact analysis /strong of changes, identifying risks, dependencies and downstream effects.
/liliParticipate in Customer Care projects, preferably within strongtelecommunications environments /strong.
/liliAct as a client-facing consultant, building trust through strong communication and facilitation skills.
/li /ulpstrongResponsibilities Technical Scope /strong /pulliPerform end-to-end strongrequirements analysis /strong across Customer Care journeys.
/liliWork with strongSalesforce Service Cloud /strong, understanding core concepts and processes (technical exposure is a plus).
/liliContribute to strongsolution design /strong activities in collaboration with architects and developers.
/liliAnalyze existing processes and propose improvements focused on efficiency and customer experience.
/liliSupport Agile delivery teams with backlog refinement, clarification sessions and functional guidance.
/liliAssist change and adoption activities to ensure successful implementation of new solutions.
/li /ulpstrongWhat You Bring /strong /pulliSolid knowledge of strongSalesforce Service Cloud /strong (functional, with technical exposure preferred).
/liliProven experience writing strongUser Stories /strong, acceptance criteria and functional documentation.
/liliExperience in strongrequirements analysis /strong, solution design and stakeholder discussions.
/liliExperience performing strongimpact analysis /strong of functional and system changes.
/liliPrevious experience in strongCustomer Care projects /strong (telecom sector is a strong plus).
/liliStrong soft skills, with confidence in strongclient-facing roles /strong.
/liliAt least strong1 year of relevant professional experience /strong.
/lilistrongMaster's Degree /strong in a relevant field is valued.
/li /ulpstrongNice to Have /strong /pulliExperience with strongAgile methodologies /strong.
/liliBackground in strongBusiness Process Design or Analysis /strong.
/liliExposure to strongChange Management /strong activities.
/liliExperience working in complex, multi-stakeholder environments.
/li /ulpstrongAbout Us /strong /ppAccenture is a global professional services company with leading capabilities in digital, cloud and security.
Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology, Operations, Industry X and Song services — all powered by the world's largest network of Advanced Technology and Intelligent Operations centers.
With 700,000+ people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
/ppbr / /ppbr / /ppbr / /ppstronguAbout Accenture /u /strong /ppAccenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.
We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries.
Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships.
We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.
Our broad range of services, solutions and assets across Strategy Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.
We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
/ppVisit us at /ppbr / /ppbr / /ppstrongDeclaração de Igualdade de Oportunidades de Emprego /strong /ppbr / /ppAcreditamos que ninguém deve ser discriminado por suas diferenças.
Todas as decisões de contratação devem ser tomadas sem distinção de idade, raça, credo, cor, religião, sexo, nacionalidade, ascendência, deficiência, condição de veterano militar, orientação sexual, identidade ou expressão de gênero, informação genética, estado civil, cidadania ou qualquer outra condição protegida pela legislação aplicável.
Nossa rica diversidade nos torna mais inovadores, competitivos e criativos, o que nos ajuda a atender melhor nossos clientes e nossas comunidades.
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