Business Analyst - Service

About the role

Business Analyst - Service Function: Digital Innovation & Technology Location: Powai, Mumbai Position Summary: We are seeking an experienced and business-oriented Business Analyst to manage the Salesforce Service business portfolio and drive continuous improvement of service business processes.

What you'll do

• Salesforce Service Portfolio Management Own and manage the Salesforce Service Cloud application portfolio supporting customer service operations
• Define and maintain the Service Cloud roadmap aligned with business objectives
• Prioritize enhancement requests, projects, and technical debt in collaboration with business stakeholders
• Drive platform adoption, user experience improvements, and process standardization
• Operations & Maintenance (O&M) Ensure stable and efficient operation of Salesforce Service Processes

What you need

• 5–10 yrs of experience
• Business analysis
• Stakeholder management
• SAP
• CRM
• Salesforce
• Portfolio management
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Dashboarding
• Root cause analysis