Salesforce ITSM Business Analyst
Milestone Technologies (company site, opens in a new tab)3–5 yrsKochiHybridDirect career pageEst. 6–12 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Lead requirements gathering, business process analysis, and documentation for Salesforce-powered ITSM and Enterprise Service Management solutions.
- Collaborate with architects, developers, QA, and stakeholders to support solution delivery, validation, and user acceptance testing (UAT) involving Salesforce Service Cloud, Experience Cloud, Agentforce, and automation technologies.
- Analyze and improve ITSM service processes including Incident Management, Service Request, Knowledge Management, Change Management, CMDB, and employee services, identifying automation and self-service opportunities.
Minimum Requirements
- 3-5 years of business analysis experience.
- Experience with Salesforce platforms and ITSM solutions, including requirements documentation and Agile methodologies.
- Strong skills in creating user stories, functional requirements, process flows, acceptance criteria, and supporting UAT.
- Location: Kochi, Bangalore, or Hyderabad with hybrid work model.
Ideal Candidate Profile
- Experienced in Salesforce Service Cloud, Experience Cloud, Agentforce, or ITSM product ecosystems, with practical exposure to enterprise service management projects.
- Detail-oriented analyst skilled at translating complex business needs into actionable requirements and collaborating closely with both technical and non-technical stakeholders.
- Comfortable operating in Agile Scrum teams and supporting end-to-end solution delivery from requirement gathering to testing and sign-off within fast-paced environments.