Senior Business Analyst

Role overview

Responsibilities

• Document current Service Cloud and Experience Cloud processes and challenges; recommend improvements and design future-state processes.
• Identify AI and automation opportunities to improve case resolution, self-service, and customer and employee experience.
• Gather business requirements, high-level user stories, and acceptance criteria for cloud enhancements, including AI-enabled features.
• Manage stakeholder expectations and raise issues with project managers; build trusted-advisor relationships with senior stakeholders.
• Guide stakeholders on possibilities for AI-enabled service solutions.
• Work with technology teams on detailed user stories and acceptance criteria for development and QA teams.
• Analyze systems and support processes, identify solution options, and assess technical and business suitability.
• Help assess data quality, process readiness, and change impact before introducing AI features into service workflows.

Requirements

• Proven experience in BPMN process modelling, requirements elicitation, and translating needs into user stories and acceptance criteria.
• Solid understanding of software development methodologies, platforms, and tools.
• Hands-on Salesforce Service Cloud experience, including case management, omnichannel, and knowledge, plus Experience Cloud portals or communities.
• Familiarity with Salesforce AI capabilities such as Einstein or Agentforce is highly desirable.
• Ability to plan and facilitate small- to medium-sized workshops.
• Strong verbal and written communication, including high-quality process documentation and engagement across organizational levels.
• Hands-on experience in agile environments; frameworks cited include Agile, Scrum, and Kanban.
• Business Analyst experience across the full software development lifecycle.
• Lead-to-Cash or Customer Service process experience and Salesforce are cited; CRM AI or automation exposure is a plus.
• Exposure to data analytics and data-driven decision-making; familiarity with Jira, Confluence, Slack, Microsoft Office, and Microsoft Teams.
• Curiosity about evaluating and piloting emerging AI tools and translating them into practical business value.

Technical focus

• Salesforce Service Cloud and Experience Cloud.
• AI-enabled solutions, including Einstein, Agentforce, generative AI, predictive AI, and automation.
• Apex, Lightning Web Components, integration logic, Apex test classes, and Jest for LWC.
• The description cites Copilot-style tools and chatbots as examples of AI and automation opportunities.

Work arrangement

• The description mentions flexible hours during the day.
• The posting does not explicitly state whether the role is onsite, hybrid, or remote.

Benefits

• Benefits listed include health insurance for employees and family, life and accident insurance, long-service awards, and a new-baby gift.
• India-Chennai benefits listed include subsidized food and transport to and from the office.
• Leave offerings include casual, sick, privilege, compassionate, special sick, public holiday, and maternity or paternity leave.
• The employer also mentions wellbeing initiatives, family leave, and tuition reimbursement.

About Elsevier