Mid-Level Functional Analyst

We are looking for a Mid-Level Functional Analyst to work on a project to evolve the B2B customer service system. The person will be responsible for supporting the gathering and analysis of business needs, understanding current customer service processes, and transforming those needs into requirements and functional specifications for the technology team.

Key responsibilities:

• Work on gathering and analyzing requirements for a B2B customer service system.
• Understand current customer service operation processes and support the Call Center internalization project.
• Conduct interviews and meetings with business areas and stakeholders to gather needs.
• Map processes, customer service journeys, flows, and business rules.
• Prepare clear and structured requirements and functional specifications.
• Create user stories and acceptance criteria.
• Act as the interface between business, operations, Product, and Technology.
• Support the development team in clarifying requirements and business rules.
• Participate in functional testing, validations, and solution acceptance.
• Identify gaps and improvement opportunities in processes and the solution.

Requirements:

• Experience as a Functional Analyst, Business Analyst, or in similar positions.
• Experience with gathering, analyzing, and documenting requirements.
• Knowledge of process mapping and design.
• Experience preparing functional specifications, user stories, and acceptance criteria.
• Knowledge of agile methodologies, such as Scrum and Kanban.
• Strong communication and interaction skills with business and technology areas.
• Analytical, organized, and proactive profile with autonomy to lead requirement gathering.
• Experience with tools such as Jira, Confluence, Azure DevOps, or similar.

Preferred qualifications:

• Experience in Call Center or Contact Center projects.
• Experience with B2B customer service.
• Experience using AI tools in these workflows.
• Experience with customer service systems or CRM.
• Experience in system implementation, evolution, or internalization projects.
• Knowledge of customer service journeys and processes.
• Basic knowledge of APIs and system integrations.

Position details:

• Title: Mid-Level Functional Analyst
• Work model: Remote.
• Contract type: B2B contract with a fixed monthly fee.

👉 Interested? Reply here or send your resume to [email protected] and be part of this transformation! ✉️💼