Senior Business Analyst

About Company :

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title:Senior Business Analyst

Location: Pune / Bangalore

Experience: 6+ yrs

Job Type: Contract to hire(Min 1+ yr)

Notice Period: Immediate joiners

Job Description:

We are seeking a highly skilled Senior Business Analyst with deep expertise in ServiceMax and Salesforce Service Cloud, including hands-on configuration experience. This role will partner closely with service operations, IT, and delivery teams to design, configure, and optimize end-to-end field service and customer service solutions on the Salesforce platform.

The ideal candidate combines strong business analysis skills with practical Salesforce configuration knowledge and a deep understanding of service operations.

Key Responsibilities

• Act as the lead Business Analyst for ServiceMax and Salesforce Service Cloud initiatives
• Elicit, analyze, and document business requirements from customer service, field service, and operations stakeholders
• Translate requirements into functional designs, user stories, and acceptance criteria
• Perform hands-on Salesforce Service Cloud configuration, including:
• Case management and record types
• Queues, assignment rules, and escalation rules
• Omni-Channel routing
• Entitlements and milestones
• Service Console configuration
• Reports and dashboards
• Configure and support ServiceMax modules, including:
• Work Orders and Service Contracts
• Preventive Maintenance
• Installed Base / Assets
• Parts, Inventory, and Logistics
• Scheduling and Dispatch
• Collaborate with Salesforce developers and architects on solution design, integrations, and enhancements
• Support UAT planning, execution, and defect triage
• Analyze current-state service processes and recommend optimized future-state solutions aligned with best practices
• Support integrations with ERP, billing, inventory, and third-party systems
• Create solution documentation, process flows, and training materials
• Provide post-deployment support and act as a subject matter expert for ServiceMax and Service Cloud

Required Qualifications

• Bachelor's degree in Business, Information Systems, or related field
• 6+ years of Business Analyst experience
• 3+ years of hands-on experience with ServiceMax
• 3+ years of Salesforce Service Cloud configuration experience
• Strong understanding of Field Service Management (FSM) and Customer Service processes
• Proven experience configuring Salesforce without heavy developer dependency
• Experience working in Agile/Scrum environments
• Excellent communication, documentation, and stakeholder management skills

Preferred Qualifications

• Salesforce certifications (Service Cloud Consultant, Salesforce Administrator, ServiceMax Certification)
• Experience with ServiceMax Mobile and offline capabilities
• Experience supporting global service organizations
• Familiarity with Jira, Confluence, Lucidchart, or Visio
• Experience with integrations, data migration, or system cutovers

Key Skills

• ServiceMax
• Salesforce Service Cloud
• Salesforce Configuration
• Field Service Operations
• Case Management & Omni-Channel
• Business Analysis & Process Optimization
• UAT & Change Management
• Agile / Scrum