Salesforce ITSM Business Analyst

Milestone Technologies, Inc.; Ernakulam; Hybrid; INR 800,000 - 1,100,000; Full time

Job summary

Milestone Technologies, Inc. seeks a customer-focused Business Analyst to support Salesforce-powered ITSM and Enterprise Service Management projects. You will capture requirements, analyze processes, and create user stories for Salesforce, Agentforce, AI, and automation initiatives.

Collaborate with architects, developers, and QA to validate solutions, perform UAT, and ensure delivery excellence. Hybrid work model across Kochi, Bangalore, and Hyderabad with engaging growth opportunities.

Qualifications

• 3-5 years of Business Analysis experience in IT/CS projects.
• Experience gathering and documenting business requirements.
• Familiarity with Salesforce platforms and ITSM solutions.
• Ability to create User Stories, Functional Requirements, Process Maps, and Acceptance Criteria.
• Understanding of Agile and Scrum methodologies; familiarity with UAT.

Responsibilities

• Gather requirements through stakeholder interviews and elicitation sessions.
• Document and trace business, functional, and non-functional requirements.
• Create user stories, process flows, use cases, specs, and acceptance criteria.
• Analyze current processes and identify improvement opportunities.
• Support Salesforce/ITSM projects and collaborate with architects, developers, and QA.
• Assist in solution reviews, testing, and UAT activities.

Skills

Business Analysis

Requirements Gathering

Agile Scrum

Stakeholder Management

Communication

Documentation

UAT Support

Education

Salesforce Business Analyst Certification

Tools

Jira

Azure DevOps

Job description

Experience: 3-5 Years

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, we'd 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.