Document all Salesforce configuration changes including workflows, process builders, flow automation, validation rules, field updates, and page layouts.
Create detailed technical documentation for custom objects, fields, record types, and permission sets.
Maintain current-state documentation of Case flows, routing logic, assignment rules, and escalation processes.
Document system integrations, data flows, and API specifications related to Salesforce projects.
Process Documentation & Analysis
Map and document end-to-end Support processes including Case lifecycle, agent workflows, and customer journeys.
Create visual process flows, dependency maps, and system diagrams using Lucidchart or similar tools.
Identify process gaps, inefficiencies, and opportunities for improvement through detailed analysis.
Develop and maintain standard operating procedures (SOPs) for Support Operations workflows.
Cross-Functional Collaboration
Partner with Project Managers, SFDC Admins, Developers, and IT teams to ensure requirements are clearly understood and implemented.
Work closely with Support Operations teams to understand frontline needs and operational challenges.
Facilitate communication between technical and non-technical stakeholders.
Participate in project planning, sprint reviews, and release planning activities.
Quality Assurance & Testing Support
Develop test scenarios and test cases based on requirements documentation.
Coordinate User Acceptance Testing (UAT) with business stakeholders.
Validate that delivered solutions meet documented requirements and business needs.
Review SFDC release notes and assess impact on existing processes and documentation.
To succeed in this role you must have the following:
3-5 years of experience as a Business Analyst , preferably supporting Salesforce implementations or enhancements.
Strong Salesforce knowledge including understanding of standard objects (Cases, Accounts, Contacts), workflows, automation tools, and configuration capabilities.
Technical documentation expertise with proven ability to create clear, detailed documentation for technical and non-technical audiences.
Support operations knowledge including understanding of case management, agent workflows, contact center operations, and common support metrics.
Proficiency with:
JIRA for requirements management and issue tracking
Confluence for documentation and knowledge management
Lucidchart, Visio, or similar tools for process mapping and diagramming
Google Suite (Sheets, Docs, Slides) and Microsoft Excel
Excellent analytical skills with ability to break down complex problems and identify practical solutions.
Strong written and verbal communication with ability to communicate effectively across technical and business audiences.
Detail-oriented and organized with ability to manage multiple documentation streams simultaneously.
Self-sta
Additional Information
Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral) .
It's not everyday that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2 Billion+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.
RingSense AI is RingCentral's proprietary AI solution . It's designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.
This is where you and your skills come in. We're currently looking for a Business Analyst - Support Operations.
We are seeking a Business Analyst to join our Innovation & Governance PMO team within the Customer Support organization. This role serves as the technical liaison between business stakeholders and Salesforce development teams. This role is critical in translating business needs into clear technical requirements, documenting system configurations, and maintaining comprehensive process documentation for our Support organization. You'll work on high-impact projects that improve operational efficiency and customer experience through strategic Salesforce enhancements.
Ringcentral · Manila, Philippines