Senior Business Analyst

What You'll Do
SMCX Business Analysts play a pivotal role working collaboratively across the organization to deliver customer requirements that enable WFX capabilities for our internal users. As a Business Analyst you will work cross functionally with other Product Managers, Product Owners, Scaled Scrum Leads, Business Stakeholders, Change Management, Technical experts, and IT Engineering to prioritize solution requirements that enables business outcomes for CX. You will work with Experience Design Engineers to drive maximum reuse and rapid adoption while enabling the best customer experience and value. You will be responsible for translating business requirements into functional requirements for engineering. The team works with Engineering to deliver capabilities for CX Service offers. We deliver innovative capabilities for our customers in an Agile environment. We take pride and ownership of our products. We work hard but have a lot of fun doing it.
Who You'll Work With
Sales, Marketing, and CX Experience (SMCX) team is looking for an experienced Senior Business Analyst to support the program level execution of our Internal Service Cloud Platform within our Workforce Experience organization.
Responsibilities would include:

• Engaging with business sponsors, business architects, operational teams, and domain specialists to operationalize cloud-based solutions supporting Case Management and Automation. Having prior experience in working with enterprise level data & metrics on Salesforce is preferable
• Analyzing complex business problems and collaborating with Product Owners, Technical Architects and Development Leads to define and document current and future state capabilities and features
• Understand impact of requirements to business processes and technical ecosystem, build and maintain detailed user stories, features, and capabilities.
• Working with multi-functional teams to explore inbound & outbound integrations by creating logical models and data flows.
• Helping to manage risks, issues, and dependencies across multiple teams, and reporting status to managers and business partners
• Communicate business requirements to technical and non-technical team members
• Balance multiple competing priorities through effective organization and communication.
• Conducting post-project evaluations to find areas of improvement and growth.
• Engaging and actively supporting Agile process improvements, compliance and tracking across multiple scrum teams.

You have experience in the following:

• 8+ years of experience in supporting digital product management
• Experience in documenting detailed/actionable Use Cases, Features, User Stories from customers.
• Conducting and documenting BAT testing and coordination with user and business.
• Very strong expertise and experience in Agile Development using Scaled Agile Framework
• Salesforce product knowledge (Service Cloud, Einstein Analytics, Einstein Bots, Community Cloud)
• Has successfully supported and delivered on large digital transformation program with tangible business outcomes
• Experience translating business requirements into technical requirements using JIRA Align and JIRA Cloud.
• Possess a strong work ethic and passionate to support others as part of a team.
• Speaks with authority and writes with clarity.

We Are Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) and only about hardware, but we're also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box! But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward. So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool.
Message to applicants applying to work in the U.S.: When available, the salary range posted for this position reflects the projected hiring range for new hire salaries in U.S. locations. For non-sales roles, the hiring ranges reflect base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales positions include base and incentive target, and do not include equity or benefits. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.