Job Description

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.