Senior Business Analyst

About the Role

We are looking for a Senior Salesforce Business Analyst to connect business stakeholders with technical teams and turn complex needs into practical solutions. The role focuses on Service Cloud and cross-system processes, combining process modeling, Agile delivery, data flows, and UAT. You will help ensure solutions are clear, testable, and aligned with business goals.

What you will do

• Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.
• Translate business needs into clear, actionable user stories, acceptance criteria, and functional specifications.
• Map current-state and future-state business processes using standard modeling techniques such as BPMN, swimlane diagrams, and data flow diagrams.
• Facilitate requirements review sessions and maintain end-to-end traceability from business need to delivered solutions.
• Collaborate with Product Managers, developers, architects, and QA to ensure requirements are understood and delivered as intended.
• Support User Acceptance Testing by developing test scenarios, coordinating testing cycles, and managing defect triage.
• Analyze data and system configurations to identify gaps, inefficiencies, and improvement opportunities.
• Evaluate the impact of proposed changes across dependent systems and business processes.
• Provide input into integration requirements when solutions involve third-party platforms, APIs, or cross-system data flows.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, and retrospectives, within an iterative delivery model.
• Produce and maintain documentation including business requirements documents (BRDs), process maps, decision logs, and knowledge transfer materials.
• Support change management and stakeholder communication around new feature rollouts.
• Deliver clear, complete, and well-organized documentation within established timelines.
• Adhere to established standards for requirements management and business analysis best practices.
• Proactively communicate project status, risks, dependencies, and open decisions.
• Work efficiently within a defined project scope and contract duration.
• Support testing, deployment, and stabilization efforts by ensuring business readiness and stakeholder alignment.

Must haves

• 5+ years of experience as a Business Analyst in technology-driven environments.
• Strong proficiency in requirements elicitation and documentation, including user stories, BRDs, and acceptance criteria.
• Strong proficiency in business process modeling and analysis.
• Strong proficiency in stakeholder management across both business and technical teams.
• Strong proficiency in UAT planning, coordination, and defect management.
• Demonstrated experience on projects involving CRM platforms (Salesforce preferred) or comparable enterprise systems.
• Familiarity with system integrations, data flows, and API-based connectivity between platforms.
• Hands-on experience with Agile/Scrum delivery methodologies and tools such as Jira and Confluence.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Strong written and verbal communication skills, with the ability to tailor messaging to technical and non-technical audiences.
• Upper-Intermediate English level.

Nice to haves

• Experience working in enterprise-scale Salesforce environments (Service Cloud, Omni-Channel, case management workflows).
• Understanding of the Salesforce object model, automation capabilities (Flows, Process Builder), and configuration versus customization trade-offs.
• Familiarity with data migration, reporting/analytics, or integration patterns such as REST APIs and middleware.
• Experience with complex data models, large-scale implementations, or multi-system landscapes.
• Background in contact center operations, customer service, or support technology platforms.
• Experience gathering and documenting requirements for AI-driven features or services, such as predictive routing, intelligent case classification, or generative AI-powered agent assist.
• Familiarity with Salesforce AI capabilities such as Einstein features or AI-powered automation within Service Cloud.
• Ability to define business rules, success metrics, and acceptance criteria for AI-enabled workflows.
• Understanding of data readiness, quality, and governance considerations when scoping AI/ML initiatives.
• Exposure to prompt engineering concepts or evaluating generative AI tools for business process improvement.
• Experience facilitating stakeholder alignment on AI use cases, balancing business value against feasibility and risk.
• Experience working within Service Cloud or a customer service/support operations domain.

Perks and Benefits

• Remote work & Local connection: Work where you feel most productive and connect with your team in periodic meet-ups to strengthen your network and connect with other top experts.
• Legal presence in India: We ensure full local compliance with a structured, secure work environment tailored to Indian regulations.
• Competitive Compensation in INR: Fair compensation in INR with dedicated budgets for your personal growth, education, and wellness.
• Innovative Projects: Leverage the latest tech and create cutting-edge solutions for world-recognized clients and the hottest startups.