Senior Business Analyst

We are seeking a highly experienced Senior Business Analyst with a strong background in IT Service Management (ITSM) and a solid understanding of Salesforce Service Cloud . This role involves working closely with Salesforce prospect customers to implement the new Salesforce ITSM package, ensuring seamless integration and alignment with business objectives.

Key Responsibilities

• Collaborate with Salesforce prospect customers to gather, analyze, and document business requirements for ITSM solutions.
• Act as a liaison between business stakeholders and technical teams to ensure successful implementation of Salesforce ITSM package.
• Conduct workshops, interviews, and requirement-gathering sessions with client teams.
• Translate business needs into functional specifications and user stories for development teams.
• Support solution design, configuration, and testing phases of Salesforce Service Cloud implementations.
• Identify process improvement opportunities and recommend best practices for ITSM workflows.
• Ensure compliance with organizational standards and Salesforce implementation guidelines.
• Provide post-implementation support and assist in change management activities.

Required Qualifications

• Minimum 9 years of experience as a Business Analyst in ITSM or related domains.
• Proven experience in ITSM processes (Incident, Problem, Change, Service Request Management).
• Strong knowledge of Salesforce Service Cloud ; experience with Salesforce ITSM package is highly desirable.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong analytical and problem-solving skills.

Preferred Skills

• Salesforce certifications (Service Cloud Consultant, Administrator) are a plus.
• Experience with Agile methodologies and tools (Jira, Confluence).
• Familiarity with ITIL framework and best practices.

Why Join Us?

• Opportunity to work on cutting-edge Salesforce ITSM implementations.
• Collaborative and innovative work environment.
• Professional growth and certification support.