Business Analyst - Support Operations

Title: Business Analyst Location: Manila, Philippines

Location: Manila, Philippines Employment: Full time Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral) . It’s not everyday that you consider starting a new career. We’re Acquire BPO, and we’re happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2 Billion+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.

RingSense AI is RingCentral’s proprietary AI solution. It’s designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.

This is where you and your skills come in. We’re currently looking for a Business Analyst - Support Operations.

We are seeking a Business Analyst to join our Innovation & Governance PMO team within the Customer Support organization. This role serves as the technical liaison between business stakeholders and Salesforce development teams. This role is critical in translating business needs into clear technical requirements, documenting system configurations, and maintaining comprehensive process documentation for our Support organization. You'll work on high-impact projects that improve operational efficiency and customer experience through strategic Salesforce enhancements.

Responsibilities:

Requirements Gathering & Management

• Lead discovery sessions with stakeholders to gather, analyze, and document business requirements for Salesforce development projects.
• Translate business needs into detailed user stories, acceptance criteria, and functional specifications.
• Create and maintain Business Requirements Documents (BRDs) and functional design documents.
• Facilitate requirements validation sessions and manage stakeholder sign-offs.

Salesforce Documentation & Configuration Management

• Document all Salesforce configuration changes including workflows, process builders, flow automation, validation rules, field updates, and page layouts.
• Create detailed technical documentation for custom objects, fields, record types, and permission sets.
• Maintain current-state documentation of Case flows, routing logic, assignment rules, and escalation processes.
• Document system integrations, data flows, and API specifications related to Salesforce projects.

Process Documentation & Analysis

• Map and document end-to-end Support processes including Case lifecycle, agent workflows, and customer journeys.
• Create visual process flows, dependency maps, and system diagrams using Lucidchart or similar tools.
• Identify process gaps, inefficiencies, and opportunities for improvement through detailed analysis.
• Develop and maintain standard operating procedures (SOPs) for Support Operations workflows.

Cross-Functional Collaboration

• Partner with Project Managers, SFDC Admins, Developers, and IT teams to ensure requirements are clearly understood and implemented.
• Work closely with Support Operations teams to understand frontline needs and operational challenges.
• Facilitate communication between technical and non-technical stakeholders.
• Participate in project planning, sprint reviews, and release planning activities.

Quality Assurance & Testing Support

• Develop test scenarios and test cases based on requirements documentation.
• Coordinate User Acceptance Testing (UAT) with business stakeholders.
• Validate that delivered solutions meet documented requirements and business needs.
• Review SFDC release notes and assess impact on existing processes and documentation.

To succeed in this role you must have the following:

• 3-5 years of experience as a Business Analyst, preferably supporting Salesforce implementations or enhancements.
• Strong Salesforce knowledge including understanding of standard objects (Cases, Accounts, Contacts), workflows, automation tools, and configuration capabilities.
• Technical documentation expertise with proven ability to create clear, detailed documentation for technical and non-technical audiences.
• Support operations knowledge including understanding of case management, agent workflows, contact center operations, and common support metrics.
• Proficiency with:
  • JIRA for requirements management and issue tracking
  • Confluence for documentation and knowledge management
  • Lucidchart, Visio, or similar tools for process mapping and diagramming
  • Google Suite (Sheets, Docs, Slides) and Microsoft Excel
• Excellent analytical skills with ability to break down complex problems and identify practical solutions.
• Strong written and verbal communication with ability to communicate effectively across technical and business audiences.
• Detail-oriented and organized with ability to manage multiple documentation streams simultaneously.
• Self-starter who can work independently, navigate ambiguity, and drive work forward proactively.
• Availability to work MNL hours (night or mid-shift alignment with US teams).

Desired Qualifications:

• Salesforce Administrator certification or similar SFDC credentials.

• Experience in SaaS or UCaaS environments.

• Background working within Customer Support or Customer Experience organizations.

• Familiarity with Agile/Scrum methodologies and SDLC processes.

• Experience with ITIL framework and IT service management concepts.

• Knowledge of system integration patterns and API documentation.

• Exposure to SQL for basic data queries and analysis.

• Experience with change management and release documentation processes.

• Clear, comprehensive documentation that enables successful project delivery and knowledge transfer.

• Requirements that accurately capture business needs and result in solutions that meet stakeholder expectations.

• Proactive identification of process improvements and system optimization opportunities.

• Strong partnerships with stakeholders who trust your analysis and recommendations.

• Documentation standards that become the model for the broader organization.

What we offer:

• Comprehensive HMO package (medical and dental)
• Paid time off and paid sick leave
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We’re recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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