Analyst DO IV

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

The Technical Business Analyst IV serves as the liaison between business stakeholders and technical teams, driving requirements gathering, system analysis, solution design, testing, and production support activities. This role is responsible for understanding business processes, analyzing system functionality, and translating business needs into detailed functional and technical requirements that support development, testing, and implementation efforts.
The ideal candidate has strong Salesforce experience, excellent analytical skills, and the ability to work effectively with business users, developers, testers, and vendors. Experience with Contact Center as a Service (CCaaS) platforms is a plus.

KEY RESPONSIBILITIES:

• Lead requirements gathering sessions with business stakeholders and technical teams
• Perform detailed system analysis to support solution design, impact assessments, troubleshooting, and root cause analysis
• Translate business needs into clear, detailed requirements that are actionable for developers, testers, and support teams
• Analyze system integrations, data flows, business rules, and technical dependencies to identify impacts of proposed changes
• Use SQL to analyze data, validate business rules, support requirements analysis, and troubleshoot production issues
• Use tools such as Postman to validate APIs, troubleshoot integrations, and support testing activities
• Collaborate with Salesforce administrators, developers, architects, QA teams, and vendors to deliver scalable solutions
• Support Agile project delivery, including backlog refinement, testing, user acceptance testing (UAT), and release validation
• Monitor project progress, communicate risks and issues, and maintain project documentation
• Investigate production issues and coordinate resolution efforts with business and technical teams
• Assist with end-user training, adoption, and post-production support

KEY QUALIFICATIONS:

• Bachelor's degree in Information Systems, Computer Science, Business, or equivalent experience with 5+ years of Business Analyst, Business Systems Analyst, or Technical Business Analyst experience
• 3+ years of Salesforce experience, preferably with Service Cloud and related customer service solutions
• Experience creating requirements that support both business objectives and technical implementation
• Understanding of system integrations, APIs, data flows, and software development lifecycle (SDLC) methodologies
• Working knowledge of cloud platforms such as AWS or Azure and general cloud architecture concepts
• Strong communication, problem-solving, and stakeholder management skills
• Experience with CCaaS platforms (Genesys, Amazon Connect, NICE CXone, Five9, LivePerson, or similar), preferred
• Experience supporting Salesforce integrations and customer service technologies, preferred
• Salesforce certifications (Administrator, Business Analyst, Service Cloud Consultant, or similar), preferred
• Experience working in AWS or Azure environments supporting enterprise applications and integrations, preferred

BENEFITS AND PERKS:

• Comprehensive healthcare, dental, and vision insurance to keep you and your family covered that is active on day 1 of employment
• Generous 401(k) matching after just one year to help secure your financial future
• Ample paid time off, plus seven holidays to recharge and unwind
• Exclusive discounts on premium merchandise just for you
• Dynamic Learning & Development programs to support your growth
• And more!