Senior Business Analyst

We are seeking a highly motivated and client-facing Senior Business Analyst to join our growing organization and play a critical role in shaping the future of Salesforce-powered Conversational ITSM and Enterprise Service Management solutions.

The ideal candidate will serve as the voice of the customer within the delivery team, partnering closely with business stakeholders, product owners, architects, and development teams to translate business challenges into scalable technology solutions. This role requires exceptional stakeholder management, workshop facilitation, business analysis, and communication skills, with experience working on Salesforce, ITSM, Service Management, or Digital Transformation platforms.

As a trusted advisor, you will engage with senior business stakeholders, facilitate discovery sessions, document requirements, support solution design, validate delivered functionality, and demonstrate business value throughout the project lifecycle.

Key Responsibilities:

• Business Analysis & Client Engagement
• Act as the primary liaison between business stakeholders, delivery teams, and technology teams.
• Conduct discovery workshops, requirement gathering sessions, design thinking workshops, and stakeholder interviews.
• Engage confidently with senior client stakeholders, business leaders, process owners, and executive sponsors.
• Analyze current-state business processes and identify opportunities for automation, optimization, and digital transformation.
• Serve as the "Eyes and Ears of the Customer" throughout the project lifecycle, ensuring business objectives remain aligned with delivery outcomes.
• Facilitate discussions that help define business priorities, scope, success criteria, and roadmap initiatives.

Requirements Management:

• Elicit, analyze, document, prioritize, and manage business requirements.
• Create detailed:
• Business Requirement Documents (BRDs)
• Functional Requirement Documents (FRDs)
• User Stories
• Process Flows
• Use Cases
• Acceptance Criteria
• Translate complex business requirements into clear and actionable development specifications.
• Maintain backlog grooming, requirements traceability, and stakeholder alignment throughout project execution.
• Partner with Product Owners and Project Managers to define implementation priorities and release plans.

Salesforce & ITSM Solution Delivery:

• Work closely with architects and development teams to design solutions leveraging Salesforce and Enterprise Service Management platforms.
• Support the delivery of solutions spanning:
• ITSM Platforms
• Agentforce and Conversational Experiences
• Enterprise Integrations
• Collaborate with technical teams to ensure requirements are accurately interpreted and implemented.
• Participate in solution reviews and validate alignment to business requirements.

Testing, Validation & Demonstrations:

• Define and execute business validation strategies.
• Develop test scenarios, test cases, and user acceptance criteria.
• Coordinate and support UAT activities with business users and stakeholders.
• Validate completed functionality against requirements and business expectations.
• Conduct solution demonstrations, sprint reviews, and showcase sessions to business stakeholders and leadership teams.
• Gather feedback, identify gaps, and drive continuous improvements.

Stakeholder Relationship Management:

• Build trusted relationships with customer stakeholders at multiple organizational levels.
• Act as a trusted business advisor throughout the implementation lifecycle.
• Anticipate stakeholder concerns and proactively manage expectations.
• Facilitate decision-making and conflict resolution across business and technical teams.

Required Qualifications:

• Must Have
• 6 to 10 years of Business Analysis experience in enterprise technology programs.
• Proven experience working with:
• Salesforce platforms (Service Cloud, Sales Cloud, Experience Cloud), and/or
• ITSM / Enterprise Service Management platforms.
• Strong experience conducting stakeholder workshops and requirement elicitation sessions.
• Demonstrated ability to engage and communicate effectively with senior client stakeholders.
• Expertise in creating:
• BRDs
• Functional Specifications
• User Stories
• Process Maps
• Acceptance Criteria
• Business Workflows
• Strong understanding of Agile, Scrum, and iterative delivery methodologies.
• Experience supporting testing, UAT, and solution validation activities.
• Excellent verbal, written, presentation, and facilitation skills.

Preferred Qualifications:

• Experience working on Salesforce transformation programs.
• Experience in IT Service Management (ITSM) implementations.
• Exposure to Service Cloud, Experience Cloud, Customer Service, Employee Service, or Enterprise Service Management solutions.
• Experience working with integration-heavy platforms involving APIs and enterprise systems.
• Knowledge of AI-enabled service management, conversational platforms, or Agentforce capabilities.
• Salesforce Business Analyst Certification or related Salesforce certifications.
• CBAP, PMI-PBA, or equivalent business analysis certifications.

What We Are Looking For:

• We are looking for professionals who:
• Excel at building relationships and earning stakeholder trust.
• Can confidently interact with senior business leaders and executive stakeholders.
• Possess strong business acumen and a consultative mindset.
• Are passionate about translating business problems into technology solutions.
• Enjoy working in fast-paced, evolving environments.
• Thrive on collaboration and cross-functional teamwork.
• Can bridge the gap between business vision and technical execution.
• Want to grow with a rapidly expanding organization focused on innovation and customer success.

If you are a customer-focused Senior Business Analyst who enjoys engaging with senior stakeholders, driving requirements from concept to delivery, and acting as the trusted bridge between business and technology, we'd love to hear from you. Join us and help shape the future of Conversational, AI-powered Enterprise Service Management on Salesforce.

Skills

BA, Business Analysis, Business Analyst, ESM, Enterprise Service Management, Experience Cloud, ITSM, Sales Cloud, Salesforce, Service Cloud, Service Management