Full Job Description
About the Job You're Considering
We are seeking a Salesforce Business Analyst focused on Salesforce Service Cloud to join our DCX Team.
Your Role
-Translate customer service and contact center needs into a prioritized backlog spanning service workflows, customer context and operational analytics.
- Facilitate discovery around railcar visibility at first contact, proactive delay alerts and the unified agent desktop.
- Document service journeys and requirements for digital engagement, customer community, chat and voice workflows.
- Define the tracking, billing and interaction data agents need, including business rules and acceptance criteria for unified service context.
- Specify Tableau service dashboards, role-based reporting requirements and operational measures with business stakeholders.
- Develop user stories and acceptance criteria, support sprint demonstrations and coordinate business validation of completed features.
- Support training and cutover preparation for approved service enhancements.
- Expected deliverables: Service journey maps, prioritized stories, acceptance criteria, service data requirements, analytics specifications, and business acceptance evidence.
Your Skills and Experience
- Business analysis experience with Salesforce Service Cloud or enterprise contact center programs.
- Understanding of service workflows, digital channels and customer interaction processes.
- Experience translating operational needs into data and analytics requirements.
- Strong facilitation, requirements traceability and user acceptance testing skills.
- Familiarity with Data Cloud, Tableau and voice-channel implementations preferred.
The base compensation range for this role in the posted location is: $101,140-$182,624.
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
