Business Analyst (Salesforce & Ecommerce Website)

JOB PURPOSE
We are seeking a detail-oriented and proactive Business Analyst to join the LocknLock eCommerce team. This role will be responsible for managing and analyzing Change Requests (CRs) related to our Salesforce-based systems, while also monitoring and improving website performance through data analysis. The ideal candidate will serve as a key liaison between business stakeholders and the technical team to ensure business needs are met with practical, scalable solutions.
KEY RESPONSIBILITIES
1. Manage Salesforce System Change Requests
• Collaborate with departments (Sales, Marketing, Customer Service, etc.) to gather business requirements.
• Translate business needs into technical documentation (BRD, User Stories, Use Cases, etc.).
• Work closely with the technical team to assess feasibility, prioritize tasks, and coordinate implementation.
• Track progress of development, conduct UAT (User Acceptance Testing), and coordinate go-live sign-off.
• Ensure system changes align with business goals and do not disrupt existing operations.
2. Analyze Data to Optimize Website Performance
• Monitor and analyze key eCommerce KPIs: traffic, conversion rate, bounce rate, average session duration, form submissions, online revenue, etc.
• Utilize tools such as GA4, Google Tag Manager, Data Studio, Hotjar, and BigQuery to extract actionable insights.
• Identify friction points in user journeys and recommend improvements in UI/UX, checkout process, and website functionality.
• Propose and run A/B tests to validate assumptions and improve performance.
• Support cross-functional teams with reports and data-driven recommendations.
3. Documentation & Business Process Standardization
• Maintain clear and up-to-date documentation of business flows, system functions, and user guides.
• Standardize the process for collecting and evaluating new feature/change requests.
• Ensure traceability and transparency throughout the change management process.
4. Operational & QA Support
• Monitor system performance and coordinate with the IT team to resolve technical issues.
• Participate in system testing (UAT, regression tests) and provide feedback from a business perspective.
• Identify opportunities for innovation and propose new solutions to support LocknLock's digital growth.