#139004 - Business Analyst

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. - Risk & Dependency Management: Proactively communicate project status, risks, dependencies, and outstanding decisions. - 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.