Key skills
BDDSalesforceCRMJiraConfluenceAgileCommunicationSales
About this role
Role Overview
- Act as the interface between business areas and the technical team, translating patient care needs, regulatory compliance, and operational efficiency into clear, prioritized requirements for implementation on the Salesforce platform.
- Serve as the bridge between the CI&T technical team and business areas (Contact Center, Ombudsman/Complaints, Credentialing, Post-Sales, Admissions/Hospital Admissions, Legal).
- Lead the mapping and detailing of business rules and end-to-end flows during Inception.
- Document functional and non-functional requirements, business rules (technical and functional), and acceptance criteria.
- Support backlog prioritization based on business value (NPS, reduction of Average Handling Time
- AHT, regulatory compliance, scheduling).
- Participate in agile ceremonies and Three Amigos sessions (QA + Business + Development).
- Map the patient/beneficiary journey (Acquisition, Scheduling, Pre-Appointment, Service/Ombudsman, Management/Retention).
- Ensure traceability between requirements, user stories, and deliveries.
Requirements
- Experience as a Business Analyst on CRM projects, preferably Salesforce.
- Knowledge of the supplementary health sector (operators, providers, ANS regulations — RN 566, RN 623).
- Proficiency in requirements elicitation techniques (interviews, workshops, user story mapping).
- Experience writing User Stories in BDD/Gherkin format is a plus.
- Familiarity with tools such as JIRA, Confluence, or similar.
- Excellent written and verbal communication in Portuguese; intermediate English.
Benefits
- Health and dental insurance;
- Meal and grocery allowance;
- Childcare assistance;
- Extended parental leave;
- Partnerships with gyms and health/wellness professionals via Wellhub (Gympass) / TotalPass;
- Profit Sharing (PLR);
- Life insurance;
- Continuous learning platform (CI&T University);
- Discount club;
- Free online platform dedicated to promoting physical and mental health and well-being;
- Pregnancy and responsible parenting course;
- Partnerships with online course platforms;
- Language learning platform;
- And many more.