Confiz is currently seeking a Business Analyst to support one of our largest clients. This is a critical initiative to transition separate Consumer Care teams into a unified organizational design under Corporate Affairs. This transformation involves implementing a consolidated contact center vendor strategy that leverages a harmonized technology stack. The end-state solution aims to unlock synergy value by streamlining operations, sunsetting heritage Kellanova (K) technology, improving data quality and consistency, and elevating the consumer experience through the consolidation of technology and contact center vendors. A key enabler for this objective is the consolidated tech stack, which will harmonize Quality Metrics and related critical alert processes.
Responsibilities
During Design Phase
- Prepare user stories and detailed functional requirements for the harmonized Salesforce Service Cloud and connected technologies (e.g., Sprinklr) and interfaces.
- Actively contribute to the Salesforce Design process led by an external partner (Salesforce platform vendor).
- Support the development of key deliverables including Capabilities Blueprint & Prioritization, Future State Architecture, Persona Definitions & User Journeys, Data & Integration Design, Testing Strategy, Training Strategy, Deployment Strategy, Implementation Timeline/Budget/Resource Plan post design, and Future State Process Maps.
- Define data requirements and mappings, including identifying the need for records consolidation, migration, and designing data integration solutions.
- Analyze and document how processes and ways of working will be impacted by technology changes and vendor consolidations, recognizing that SFSC platform changes will affect contact handling processes and system look/feel.
- Contribute to understanding how the consolidated tech stack will enable the harmonization of M/K Quality Metrics and related critical alert processes, including the impact of data model changes on Quality metric reporting.
During Execution & Regional Deployments
- Support the build and test phases for the integrated technology stack, collaborating closely with Salesforce vendors, DT Project Managers, Testers, and Data / Integration leads.
- Lead or support User Acceptance Testing (UAT) activities to ensure that implemented solutions meet the defined business requirements and user needs.
- Play a key role in Data Mapping/Conversion/Migration/Validation efforts, supporting labor associated with moving legacy Kellanova data into the new harmonized system and ensuring data quality and consistency.
- Provide expertise and training/release support during regional deployments across all in-scope areas, including Accelerator, AMEA, Eur