Senior Business Analyst – Salesforce & AI Solutions

About the role

Join the Digital Business Solutions team to design and deliver AI‑enhanced Service Cloud and Experience Cloud solutions. You will work on moderate‑complexity projects, shaping future‑state processes and integrating Salesforce with advanced automation tools.

Key responsibilities

• Partner with business and product teams to document current processes, recommend improvements, and design future‑state solutions for Service Cloud and Experience Cloud.
• Identify and implement AI and automation opportunities (Agent Force, Einstein, generative AI, chatbots) to improve case resolution and self‑service experiences.
• Gather detailed business requirements, create high‑level user stories and acceptance criteria, and maintain stakeholder expectations.
• Collaborate with technology teams to produce detailed user stories, support development and QA, and perform analysis of existing systems.

Required profile

• Proven experience in process modelling (BPMN), eliciting business requirements and translating them into clear user stories.
• Strong verbal and written communication skills with the ability to build trusted advisor relationships with senior stakeholders.
• Experience working in agile environments (Scrum, Kanban) across the full software development lifecycle.

Required skills

• Salesforce Service Cloud and Experience Cloud
• Apex, Lightning Web Components (LWC)
• Salesforce AI capabilities (Einstein, Agent Force)
• BPMN process modelling
• Agile, Scrum, Kanban methodologies
• Jira, Confluence, Slack, Microsoft Office, Microsoft Teams

What we offer

• Group health insurance covering self and family
• Flexible working hours and hybrid work options
• Free transport to and from the office in Chennai
• Subsidised meals, generous leave policies and long‑service awards