Summary: Join Accenture Technology as a Business/Functional Analyst to transform customer care experiences, translating business needs into effective Salesforce Service Cloud solutions. Highlights: 1. Work at the intersection of business and technology, shaping digital solutions. 2. Drive customer experience transformation with Salesforce Service Cloud. 3. Collaborate with clients and technical teams in a fast-paced environment. **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. **The 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.