Business Analyst / Customer Experience

Accenture Technology

At 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.

he Role

We are looking for a

Business Analyst / Functional Analyst – Customer Care

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

Salesforce Service Cloud

environments.

You will work closely with clients, product owners and technical teams, contributing with strong analytical skills, functional expertise and a customer‑centric mindset.

What You’ll Do

• Collaborate with business and technical stakeholders to gather, analyze and validate requirements for Customer Care solutions.
• Write clear

User Stories

,

acceptance criteria

and

functional requirements documentation

.

• Support solution design discussions, ensuring alignment between business needs and technical implementation.
• Perform

impact analysis

of changes, identifying risks, dependencies and downstream effects.

• Participate in Customer Care projects, preferably within

telecommunications environments

.

• Act as a client-facing consultant, building trust through strong communication and facilitation skills.

Responsibilities \& Technical Scope

• Perform end-to-end

requirements analysis

across Customer Care journeys.

• Work with

Salesforce Service Cloud

, understanding core concepts and processes (technical exposure is a plus).

• Contribute to

solution design

activities in collaboration with architects and developers.

• Analyze existing processes and propose improvements focused on efficiency and customer experience.
• Support Agile delivery teams with backlog refinement, clarification sessions and functional guidance.
• Assist change and adoption activities to ensure successful implementation of new solutions.

What You Bring

• Solid knowledge of

Salesforce Service Cloud

(functional, with technical exposure preferred).

• Proven experience writing

User Stories

, acceptance criteria and functional documentation.

• Experience in

requirements analysis

, solution design and stakeholder discussions.

• Experience performing

impact analysis

of functional and system changes.

• Previous experience in

Customer Care projects

(telecom sector is a strong plus).

• Strong soft skills, with confidence in

client-facing roles

.

• At least

1 year of relevant professional experience

.

• Master’s Degree

in a relevant field is valued.

Nice to Have

• Experience with

Agile methodologies

.

• Background in

Business Process Design or Analysis

.

• Exposure to

Change Management

activities.

• Experience working in complex, multi‑stakeholder environments.

About Us

Accenture 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.

About Accenture

Accenture 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.

Visit us at www.accenture.com

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