Job Description

We are looking for a detail-oriented and analytical Quality Analyst to support the delivery of Salesforce-powered Conversational ITSM and Enterprise Service Management solutions.

This role is ideal for professionals who enjoy validating business requirements, testing end-to-end solutions, identifying defects, and ensuring applications deliver expected business outcomes. You will work closely with Business Analysts, Developers, Architects, and Product Owners to validate innovative Salesforce, Agentforce, and enterprise service management solutions.

Key Responsibilities

Quality Assurance & Validation

• Review business requirements, user stories, process flows, and acceptance criteria.
• Identify gaps, ambiguities, and inconsistencies before development begins.
• Validate delivered functionality against business requirements.
• Ensure quality standards are followed throughout the delivery lifecycle.

Test Planning & Execution

• Create and maintain:
• Test Scenarios
• Test Cases
• Test Data
• Defect Reports
• Traceability Matrices
• Execute:
• Functional Testing
• Integration Testing
• Regression Testing
• End-to-End Testing
• User Acceptance Testing Support
• Document testing results and provide quality reports.

Salesforce & ITSM Testing

• Validate solutions developed on:
• Salesforce Service Cloud
• Experience Cloud
• Agentforce
• Enterprise Service Management Platforms
• Test business processes including:
• Incident Management
• Service Request Management
• Knowledge Management
• Change Management
• CMDB
• IT Asset Management
• Employee Services
• Verify conversational and AI-enabled workflows.

Integration Testing

• Validate integrations between Salesforce and enterprise applications.
• Test APIs, middleware integrations, workflows, and data synchronization processes.
• Ensure data consistency and business process continuity across systems.

UAT & Stakeholder Support

• Support User Acceptance Testing activities.
• Assist in defect triage sessions.
• Participate in sprint reviews and solution demonstrations.
• Work with stakeholders to validate business readiness and acceptance.

Continuous Improvement

• Identify opportunities to improve testing effectiveness and efficiency.
• Support automation initiatives and quality engineering practices.
• Contribute to a culture of quality and continuous improvement.

Required Qualifications

Must Have

• 3–5 years of Quality Assurance and Testing experience.
• Experience testing enterprise applications, Salesforce solutions, or ITSM platforms.
• Strong understanding of test planning, execution, and defect management.
• Experience creating test cases, test scenarios, and validation documentation.
• Knowledge of Agile and Scrum delivery methodologies.
• Strong analytical, documentation, and communication skills.

Preferred Qualifications

• Exposure to Salesforce Service Cloud or Experience Cloud.
• Experience testing Enterprise Service Management or ITSM solutions.
• Familiarity with CMDB and IT Asset Management processes.
• Knowledge of API and integration testing.
• ISTQB or equivalent testing certification.

Added Advantage

• Exposure to Agentforce or Conversational AI solutions.
• Experience validating AI-powered workflows.
• Knowledge of test automation tools and frameworks.
• ITIL Foundation Certification.

What We Are Looking For

We are looking for professionals who:

• Have a strong attention to detail and quality mindset.
• Enjoy validating business processes and technology solutions.
• Can collaborate effectively with business and technical teams.
• Take ownership of testing outcomes and customer satisfaction.
• Are passionate about Salesforce, Enterprise Service Management, and AI-driven service experiences.
• Thrive in collaborative and fast-paced environments.

Why Join Us?

• Be part of strategic Salesforce transformation programs focused on Conversational ITSM and Enterprise Service Management.
• Gain exposure to Agentforce, AI-powered service experiences, MuleSoft integrations, and Salesforce technologies.
• Work alongside experienced Business Analysts, Architects, Developers, and Quality Leaders.
• Build expertise in Salesforce testing, ITSM processes, CMDB, and IT Asset Management platforms.
• Accelerate your career through continuous learning, innovation, and certification opportunities.
• Join a growing organization committed to delivery excellence and customer success.
• Enjoy a flexible hybrid work model across Kochi, Bangalore, and Hyderabad.

Join Us

If you are a passionate Quality Analyst who believes quality is about delivering business value and exceptional customer experiences, we would love to hear from you. Join us and help build the future of AI-powered Enterprise Service Management and Conversational Salesforce platforms, ensuring every solution is reliable, scalable, and aligned with customer expectations.