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Key Responsibilities:
Requirements Elicitation & Documentation: Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.
User Stories & Functional Specifications: Translate business needs into actionable user stories, acceptance criteria, and functional specifications.
Business Process Modeling: Map current-state and future-state processes using standard techniques such as BPMN, swimlane diagrams, and data flow diagrams.
Requirements Management: Facilitate requirements review sessions and maintain end-to-end traceability from business needs to delivered solutions.
Cross-Functional Collaboration: Partner with Product Managers, developers, architects, and QA teams to ensure requirements are clearly understood and implemented as intended.
User Acceptance Testing (UAT): Develop test scenarios, coordinate testing cycles, support business users, and manage defect triage.
Gap & Impact Analysis: Analyze data and system configurations to identify gaps, inefficiencies, and opportunities for improvement. Assess the impact of proposed changes across dependent systems and business processes.
Integration Requirements: Contribute to integration requirements involving third-party platforms, APIs, and cross-system data flows.
Agile Delivery: Participate in Agile ceremonies, including sprint planning, backlog refinement, and retrospectives.
Business Documentation: Develop and maintain business requirements documents (BRDs), process maps, decision logs, and knowledge transfer materials.
Change Management: Support stakeholder communications and change management activities associated with new feature rollouts.
Project Governance: Follow established requirements management standards and business analysis best practices while delivering complete, well-organized documentation within agreed timelines.
Deployment & Stabilization: Support testing, deployment, and post-release stabilization by ensuring business readiness and stakeholder alignment.
Contract Delivery: Work independently and efficiently within the defined project scope, schedule, and contract duration.
Must-Have Skills & Qualifications
5+ years of experience as a Business Analyst in technology-driven environments.
Strong expertise in requirements elicitation, analysis, and documentation, including user stories, BRDs, and acceptance criteria.
Strong proficiency in business process modeling and analysis.
Demonstrated stakeholder management skills across business and technical teams.
Hands-on experience with UAT planning, coordination, execution support, and defect management.
Experience working on projects involving CRM platforms, preferably Salesforce, or comparable enterprise systems.
Familiarity with system integrations, data flows, and API-based connectivity between platforms.
Practical experience with Agile/Scrum delivery methodologies.
Ability to work independently while collaborating effectively with cross-functional teams.
Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
Nice-to-Have Skills & Qualifications
Salesforce & Enterprise Systems
Experience working in enterprise-scale Salesforce environments, particularly Service Cloud, Omni-Channel, and case management workflows.
Understanding of the Salesforce object model, automation capabilities (Flows and Process Builder), and configuration-versus-customization trade-offs.
Experience working within Service Cloud or customer service and support operations domains.
Experience with complex data models, large-scale implementations, or multi-system enterprise environments.
Familiarity with data migration, reporting and analytics, and integration patterns such as REST APIs and middleware.
Experience using tools such as Jira and Confluence.
AI & Intelligent Business Solutions
Experience gathering and documenting requirements for AI-driven features or services, such as predictive routing, intelligent case classification, and generative AI-powered agent assistance.
Familiarity with Salesforce AI capabilities, including Einstein features and AI-powered automation within Service Cloud.
Ability to define business rules, success metrics, and acceptance criteria for AI-enabled workflows.
Understanding of data readiness, data 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 while balancing business value, technical feasibility, and implementation risks.
Required Tools & Platforms
CRM Platforms: Experience with CRM platforms or comparable enterprise systems; Salesforce is preferred.
Salesforce Service Cloud: Primary platform for the engagement, with Service Cloud-specific experience strongly preferred.
System Integrations: Familiarity with APIs, cross-platform data flows, and integration patterns.
Business Process Modeling: Experience with BPMN, swimlane diagrams, data flow diagrams, or equivalent process modeling techniques.
Agile & Collaboration Tools: Experience with Agile/Scrum methodologies; familiarity with Jira and Confluence is an advantage.
Location, Time Zone & Engagement Details
Location: Remote; candidates must be based in India.
Engagement Type: Contract.
Time Zone: U.S. Central Time (CT), with some working-hour overlap with India Standard Time (IST) expected.
Workload: Full-time allocation of 40 hours per week.
Work Arrangement: 100% remote.
Overview
We are seeking an experienced Business Analyst for a remote contract engagement supporting the discovery, documentation, and delivery of business solutions within a large enterprise environment.
This role spans both business and technology domains, with a primary focus on the Salesforce ecosystem, particularly Salesforce Service Cloud . The successful candidate will serve as a bridge between business stakeholders and technical teams, independently driving requirements from initial elicitation through delivery while ensuring solutions remain aligned with business objectives.