Senior Business Analyst ID95641

We are looking for a Senior Business Analyst to turn business needs into clear requirements and support the delivery of enterprise CRM solutions.

The mandatory requirements are 5+ years of Business Analyst experience, strong requirements documentation and process modeling skills, CRM platform experience, and hands-on UAT and Agile/Scrum delivery experience.

RECRUITMENT PROCESS

• Application — Share a few details about your experience and background.

2.

Coding

Challenge — If applicable, complete it in the coding language you are most comfortable with.

3.

Video

Interview — Record a short video introduction in English.

4.

Technical

Interview or Hiring Manager Interview — Discuss your experience and fit for the role.

• Offer — If it’s a match, you’ll receive an offer.

WHAT YOU’LL GAIN

• Remote work — Work from where you feel most productive.
• Local presence in India — Work in a structured and compliant environment aligned with Indian regulations.
• Competitive compensation in INR — Receive compensation in INR, plus support for learning, education, and wellness.
• Exciting projects — Work with modern technologies for global clients and fast-growing companies.

MUST HAVES

• 5+ years of experience as a Business Analyst in technology-driven environments.
• Strong proficiency in requirements elicitation and documentation, including user stories, BRDs, and acceptance criteria.
• Strong proficiency in business process modeling and analysis.
• Strong proficiency in stakeholder management across both business and technical teams.
• Strong proficiency in UAT planning, coordination, and defect management.
• Demonstrated experience on projects involving CRM platforms (Salesforce preferred) or comparable enterprise systems.
• Familiarity with system integrations, data flows, and API-based connectivity between platforms.
• Hands-on experience with Agile/Scrum delivery methodologies.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Ability to tailor messaging to technical and non-technical audiences.
• Availability to work in US Central Time.
• Upper-intermediate English level.

NICE TO HAVES

• Experience working in enterprise-scale Salesforce environments (Service Cloud, Omni-Channel, case management workflows).
• Understanding of the Salesforce object model, automation capabilities (Flows, Process Builder), and configuration versus customization trade-offs.
• Familiarity with data migration, reporting/analytics, or integration patterns such as REST APIs and middleware.
• Experience with complex data models, large-scale implementations, or multi-system landscapes.
• Background in contact center operations, customer service, or support technology platforms.
• Experience gathering and documenting requirements for AI-driven features or services, such as predictive routing, intelligent case classification, or generative AI-powered agent assist.
• Familiarity with Salesforce AI capabilities such as Einstein features or AI-powered automation within Service Cloud.
• Ability to define business rules, success metrics, and acceptance criteria for AI-enabled workflows.
• Understanding of data readiness, quality, and governance considerations when scoping AI/ML initiatives.
• Exposure to prompt engineering concepts or evaluating generative AI tools for business process improvement.
• Experience facilitating stakeholder alignment on AI use cases, balancing business value against feasibility and risk.
• Experience working within Service Cloud or a customer service/support operations domain.
• Experience with tools such as Jira or Confluence.

WHAT YOU WILL DO

• Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation, translating them into clear user stories, acceptance criteria, and functional specifications.
• Map current-state and future-state business processes using BPMN, swimlane diagrams, and data flow diagrams, while maintaining end-to-end traceability from business need to delivered solution.
• Collaborate with Product Managers, developers, architects, and QA to ensure requirements are understood and delivered as intended.
• Support User Acceptance Testing by developing test scenarios, coordinating testing cycles, managing defect triage, and supporting testing, deployment, and stabilization efforts.
• Analyze data, system configurations, dependent systems, and business processes to identify gaps, inefficiencies, improvement opportunities, and integration impacts.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, and retrospectives, and produce and maintain BRDs, process maps, decision logs, and knowledge transfer materials.
• Support change management and stakeholder communication around feature rollouts while proactively communicating project status, risks, dependencies, and open decisions.
• Deliver clear, complete, and well-organized documentation within established timelines, following requirements-management and business-analysis best practices and working efficiently within the defined project scope and contract duration.