JR-158829 SF BusinessAnalyst/Consultant Senior

We are looking for a highly skilled Senior Business Analyst / Implementation Consultant with strong experience in IT Service Management (ITSM) and hands‑on delivery of Service Desk / IT Service solutions on enterprise platforms, ideally including Salesforce Agentforce or Service Cloud.

In this role, you will lead ITSM implementations, gather and translate business requirements, design scalable processes, collaborate with technical teams, and support clients through every stage of the solution lifecycle. The ideal candidate has a strong ITIL background and practical experience with IT Service Desk operations, process design, and system configuration.

Location: LATAM or Canada preferred; Europe also acceptable

Job Requirements:

• Strong understanding of ITSM processes (Incident, Problem, Change, Request, Knowledge Management).
• Practical knowledge of the ITIL framework (certification preferred).
• Experience working with or implementing an IT Service Desk / Help Desk environment.
• Ability to gather and document business requirements, run workshops, and translate operational needs into system or process design.
• Experience collaborating in Agile or hybrid project environments.
• Excellent stakeholder communication, presentation, and facilitation skills.
• Ability to analyze service processes, define KPIs, and support operational improvements.
• Familiarity with system integrations (CMDB, monitoring tools, identity management, or APIs).

Should Have Experience With ONE of the Following:

1. ServiceNow / ITSM Process Expert

• Strong hands‑on experience with ServiceNow implementation and configuration.
• Deep ITSM process understanding with a track record in Service Desk transformation.
• Ability and motivation to transition skills to Salesforce / Agentforce IT Service.

2. Salesforce Service Cloud / Agentforce Specialist

• Proven experience implementing or configuring Salesforce Service Cloud or Agentforce IT Service.
• Experience with case management, SLAs, routing, escalation rules, knowledge base setup, and automation using Flows.
• Understanding of service reporting, dashboards, KPIs, and performance metrics.

Job Responsibilities

• Lead end‑to‑end ITSM solution implementations on Salesforce Agentforce / Service Cloud or similar enterprise ITSM platforms.
• Drive requirements discovery, workshops, interviews, and documentation of functional and non‑functional requirements.
• Design and configure ITSM processes and modules, including Incident, Problem, Change, Request, SLA Management, Knowledge Management, and Service Catalog features.
• Support or configure case management, queues, routing, escalation rules, approvals, automations (Flows), and knowledge base structures.
• Analyze and optimize IT Service Desk operations, ensuring alignment with ITIL best practices and service performance goals.
• Collaborate closely with technical teams on integration design, including monitoring tools, CMDB alignment, identity management, and related systems.
• Create and enhance reports, dashboards, KPIs, and operational performance metrics to monitor service delivery.
• Contribute to data migration planning, data mapping, and cutover readiness activities.
• Work within Agile or hybrid project environments, supporting sprint planning, backlog refinement, and iterative solution delivery.
• Facilitate change management, user adoption, UAT sessions, training, and operational transition.
• Serve as a trusted advisor to client stakeholders, ensuring strong communication, clear expectations, and value-driven outcomes.

What we offer:

• Competitive salary;
• 100% remote opportunity;
• Referral program
• Flexible work schedule
• Opportunities for professional growth and advancement;
• A collaborative and innovative work environment;
• 10 business days of paid vacation per year + 5 days of personal days off
• Support for participation in professional development opportunities (webinars, conferences, trainings, etc.);
• Regular team-building activities and bi-annual company-wide events.