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.

Operations & Maintenance (O&M)


* 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.

Business Analysis & Requirements Management


* 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.

Project & Enhancement Delivery


* 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.

Service Business Process Optimization


* Drive continuous improvement across customer service processes including:



* Case Management


* Service Business Management


* Customer Support Operations


* Contact Center Processes


* Escalation...