KOCHI · FULLTIME
Salesforce ITSM Business Analyst
Milestone Technologies
Kochi · onsite · Posted 4d ago
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Undisclosed3–5 yrsfulltimeKochi
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Section · 01
About this role
Experience: 3-5 Years
Location: Kochi / Bangalore / Hyderabad (Hybrid)
Employment Type: Full-Time
Reports To: Lead Business Analyst
Location: Kochi / Bangalore / Hyderabad (Hybrid)
Employment Type: Full-Time
Reports To: Lead Business Analyst
About the Role
We are seeking a talented and customer-focused Business Analyst to support the delivery of Salesforce-powered Conversational ITSM and Enterprise Service Management solutions.
This role is ideal for professionals who enjoy interacting with customers, understanding business challenges, documenting requirements, and working closely with developers, architects, and project teams to deliver impactful solutions.
You will play a key role in requirement gathering, business process analysis, user story creation, solution validation, and UAT activities for innovative service management platforms powered by Salesforce, Agentforce, AI, and Enterprise Automation technologies.
Key Responsibilities
Requirements Gathering & Analysis
- Conduct stakeholder interviews and requirement elicitation sessions.
- Document business, functional, and non-functional requirements.
- Create:
- User Stories
- Process Flows
- Use Cases
- Functional Specifications
- Acceptance Criteria
- Analyze existing business processes and identify improvement opportunities.
- Maintain requirement traceability and backlog documentation.
Salesforce & ITSM Project Support
- Support implementation initiatives involving:
- Salesforce Service Cloud
- Experience Cloud
- Enterprise Service Management
- IT Service Management
- Agentforce Solutions
- Collaborate with architects, developers, and QA teams during solution delivery.
- Assist in solution reviews and requirement clarification sessions.
Business Process & Service Management
- Support process analysis across:
- Incident Management
- Service Request Management
- Knowledge Management
- Change Management
- CMDB
- IT Asset Management
- Employee Service Processes
- Help identify opportunities for automation and self-service capabilities.
Testing & Validation
- Prepare test scenarios and test cases.
- Support User Acceptance Testing (UAT) activities.
- Validate delivered functionality against requirements.
- Participate in sprint reviews and solution demonstrations.
- Track defects, clarify issues, and support business sign-offs.
Stakeholder Support
- Work closely with business users and project stakeholders.
- Facilitate requirement discussions and feedback sessions.
- Provide regular updates on requirement status and project progress.
- Build strong working relationships across business and technical teams.
Required Qualifications
Must Have
- 3-5 years of Business Analysis experience.
- Experience gathering and documenting business requirements.
- Familiarity with Salesforce platforms and/or ITSM solutions.
- Experience creating:
- User Stories
- Functional Requirements
- Process Maps
- Acceptance Criteria
- Understanding of Agile and Scrum methodologies.
- Experience supporting testing and UAT activities.
- Strong communication and documentation skills.
Preferred
- Exposure to Salesforce Service Cloud, Sales Cloud, or Experience Cloud.
- Experience with ITSM, Enterprise Service Management, CMDB, or IT Asset Management.
- Salesforce Business Analyst Certification.
- Knowledge of Jira, Azure DevOps, or similar Agile tools.
Added Advantage
- Exposure to Agentforce and conversational service platforms.
- Interest in AI-powered service management solutions.
- Experience working on enterprise transformation projects.
- ITIL Foundation certification.
What We Are Looking For
We are looking for professionals who:
- Are curious, analytical, and customer-focused.
- Enjoy translating business needs into actionable requirements.
- Have strong communication and facilitation skills.
- Thrive in collaborative, fast-paced environments.
- Are interested in Salesforce, Enterprise Service Management, AI, and Digital Transformation.
- Take ownership and demonstrate accountability in delivery.
Why Join Us
- Be part of exciting Salesforce transformation programs focused on Conversational ITSM, Enterprise Service Management, Agentforce, and Intelligent Automation .
- Work closely with experienced architects, business leaders, consultants, and technology professionals.
- Gain hands-on exposure to modern Salesforce technologies including Service Cloud, Experience Cloud, Agentforce, Data Cloud, and AI-powered service solutions .
- Contribute to projects involving ITSM, CMDB, IT Asset Management, Knowledge Management, and Enterprise Service Management processes.
- Develop expertise in business analysis, stakeholder engagement, process optimization, and digital transformation initiatives.
- Work in a collaborative environment that encourages learning, continuous improvement, innovation, and career growth.
- Build a strong foundation for future progression into Senior Business Analyst, Product Owner, Consulting, or Business Architecture roles.
- Enjoy a flexible hybrid work model across Kochi, Bangalore, and Hyderabad .
Join Us
If you are a motivated Business Analyst who enjoys understanding business challenges, engaging with stakeholders, documenting requirements, and helping deliver innovative Salesforce-based solutions, wed love to hear from you. Join us and play a key role in shaping the future of Enterprise Service Management, Agentforce, and AI-powered service experiences , while accelerating your career in a fast-growing and innovation-driven organization.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
AutomationDevopsAzure DevopsAgiledata cloudAgentforceagile toolsbusiness processbusiness architectureBusiness AnalystBusiness RequirementsCMDBBusiness AnalysisChange ManagementcloudArchitectureMicrosoft AzureArtificial Intelligence
Section · Company
About Milestone Technologies
Milestone Technologies
IT Services & Consulting
1001-5000
employees
1997
29 years old
Fremont, California
United States
About
An IT services firm focusing on enhancing technology frameworks and enabling digital transformation for diverse industries like tech, media, and healthcare.
Industries
IT Services & Consulting
Employee ratings
103 reviews
4.0/ 5
Culture
4.1
Career growth
3.4
Work-life
4.2
Employees rate it well for
Work Life Balance12Senior Management10Work Culture7Job Security6Salary5
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