Business Analyst - Service

Job Title: Business Analyst - Service

Function: Digital Innovation & Technology

Location: Powai, Mumbai

Position Summary:

We are seeking an experienced and business-oriented Business Analyst to manage the Salesforce Service business portfolio and drive continuous improvement of service business processes. The role will be responsible for end-to-end ownership of Salesforce Service processes, Operations & Maintenance (O&M), enhancement initiatives, and project delivery while acting as a strategic bridge between business stakeholders and technology teams.

The incumbent will work closely with Service Operations, Contact Center, Field Service, Service BD teams, IT teams, Salesforce partners, and integration teams to ensure platform stability, business alignment, process optimization, and successful delivery of digital transformation initiatives.

Key Responsibilities

Salesforce Service Portfolio Management

• Own and manage the Salesforce Service Cloud application portfolio supporting customer service operations.
• Define and maintain the Service Cloud roadmap aligned with business objectives.
• Prioritize enhancement requests, projects, and technical debt in collaboration with business stakeholders.
• Drive platform adoption, user experience improvements, and process standardization.

• Ensure stable and efficient operation of Salesforce Service Processes.
• Monitor application performance, incident trends, and service levels.
• Coordinate with support teams, vendors, and managed service partners for issue resolution.
• Manage defect triaging, root cause analysis, and corrective actions.
• Track application health, SLAs, KPIs, and governance metrics.

• Engage with business stakeholders to understand operational challenges and improvement opportunities.
• Gather, analyze, and document business requirements, functional specifications, and user stories.
• Conduct process mapping, gap analysis, impact assessments, and solution recommendations.
• Facilitate workshops and stakeholder sessions to drive requirement clarity and alignment.

• Lead enhancement initiatives and digital transformation projects related to customer service processes.
• Support project planning, effort estimation, prioritization, and release management.
• Coordinate with Salesforce administrators, developers, architects, and integration teams to deliver solutions.
• Participate in solution design reviews and validate business requirements.
• Ensure successful User Acceptance Testing (UAT), deployment, and business adoption.

• Drive continuous improvement across customer service processes including:
• Case Management
• Service Business Management
• Customer Support Operations
• Contact Center Processes
• Escalation Management
• Knowledge Management
• Field Service Integration
• Identify automation opportunities to improve service efficiency and customer experience.

• Collaborate with enterprise application teams for integrations involving:
• SAP
• Salesforce Sales & marketing Cloud
• Field Service lightning mobile app
• DMS Portal
• CTI Solutions (Genesys)
• Middleware Platforms (PI / Snaologic)
• Support assessment and implementation of new capabilities within the Salesforce ecosystem.

• Act as the primary liaison between business users, IT teams, vendors, and implementation partners.
• Conduct portfolio review meetings and steering discussions.
• Manage project documentation, change requests, and governance approvals.
• Ensure compliance with organizational standards, security policies, and audit requirements.

• Stable and high-performing Salesforce platform
• Timely delivery of projects and enhancement releases
• Improved service business processes and user experience
• Reduction in production incidents and support issues
• Optimized platform utilization and business value realization
• Effective stakeholder alignment and governance

• Bachelor's degree in information technology, Engineering, Business Administration, or related discipline.
• 5-10 years of experience in Business Analysis, CRM Solutions, or Digital Transformation roles.
• Minimum 3+ years of experience working with Salesforce Service Cloud.
• Strong understanding of service management and customer service business processes.
• Experience managing application support, enhancements, and project delivery.

• Salesforce Service Cloud
• Salesforce Lighting Experience
• Omni-Channel Routing
• Knowledge Base Management
• Case Management
• Service Console
• Reports & Dashboards

• Requirement Gathering
• Process Mapping
• User Story Creation
• UAT Management
• Gap Analysis
• Stakeholder Management

• Agile/Scrum delivery methodologies
• Waterfall project management
• Release planning and governance

• SAP integration
• Salesforce-SAP ecosystem
• APIs and middleware concepts
• CRM ecosystem understanding

• Strong analytical and problem-solving skills
• Excellent stakeholder management capabilities
• Effective communication and presentation skills
• Ability to balance business priorities and technical constraints
• Customer-centric mindset
• Strong organizational and project coordination skills
• Continuous improvement and innovation mindset

• Service module availability and SLA compliance
• On-time project and enhancement delivery
• Business stakeholder satisfaction
• Reduction in incident backlog and recurring issues
• Improvement in service process efficiency
• Increased adoption and utilization of Salesforce Service Cloud capabilities

• Opportunity to mentor others and grow your leadership capabilities
• Meaningful work where your contributions directly shape technology solutions
• Supportive team environment that values expertise and invests in your development
• Flexible work options designed to help you thrive professionally and personally