Senior Business Analyst
RELX International
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Benefits offered by this job
Job summary
Elsevier is seeking a Salesforce Senior Business Analyst in Chennai to design and implement AI-powered enhancements within Service Cloud and Experience Cloud. You will document current processes, craft future-state workflows, and partner with product teams to deliver value across self-service and case management.
You will gather requirements, facilitate workshops, and translate business needs into clear user stories and acceptance criteria while thriving in an agile environment.
Qualifications
- Proven ability to model processes using BPMN and write clear user stories with acceptance criteria.
- Experience with Salesforce Service Cloud (case management, omni-channel, knowledge) and Experience Cloud; familiarity with Einstein/AI capabilities.
- Strong facilitation skills for workshops; able to communicate effectively across organizational levels.
- Experience working in agile environments (Agile, Scrum, Kanban) and across full SDLC.
- Exposure to data analytics and tools like Jira, Confluence, Slack, MS Office and Teams.
Responsibilities
- Partner with business and product teams to document current processes, design future-state workflows, and propose improvements.
- Identify opportunities to apply AI and automation to improve case resolution and self-service.
- Gather business requirements, user stories, and acceptance criteria for Service Cloud and Experience Cloud enhancements including AI features.
- Maintain stakeholder expectations and escalate issues to project managers when needed.
- Develop trusted advisor relationships with senior stakeholders through clear communication on AI-enabled service solutions.
- Collaborate with technology teams to produce detailed user stories to support development and QA.
- Analyze existing systems and support processes; assess technical and business feasibility of solutions.
- Support responsible AI adoption by evaluating data quality, readiness, and impact before deployment.
Skills
Tools
Job description
Digital Business Solutions (DBS) delivers innovation and solves customer and business problems by leveraging the power of technology, data, and — increasingly — AI. We partner with sales and service stakeholders to deliver frictionless case management, self-service, and partner/customer-facing experiences, applying AI-driven automation — including Agent force and Einstein capabilities — where it measurably improves efficiency, personalization, and customer outcomes. We provide the expertise to understand business challenges and translate them into practical, scalable, and responsible solutions.
About our Team
Digital Business Solutions (DBS) delivers innovation and solves customer and business problems by leveraging the power of technology, data, and — increasingly — AI. We partner with sales and service stakeholders to deliver frictionless case management, self-service, and partner/customer-facing experiences, applying AI-driven automation — including Agent force and Einstein capabilities — where it measurably improves efficiency, personalization, and customer outcomes. We provide the expertise to understand business challenges and translate them into practical, scalable, and responsible solutions.
This position performs moderately difficult research, design, and software development assignments within the Salesforce ecosystem, with a focus on Service Cloud, Experience Cloud, and AI-powered solutions (Agent force, Einstein, and related generative/predictive AI tooling). The position should have the ability to work on individual pieces of work and solve problems including the design of program flow for Apex, Lightning Web Components (LWC), and integration logic, effective coding, and unit testing (Apex test classes, Jest for LWC).
- Partner with business and product teams to document current business processes and challenges across Service Cloud and Experience Cloud, recommend process improvement, and design future-state processes
- Identify opportunities to apply AI and automation (e.g., Agent force, Einstein, Copilot-style tools, chatbots, and generative AI) to improve case resolution, self-service, and customer/employee experience
- Gather business requirements, high-level user stories, and acceptance criteria for Service Cloud and Experience Cloud enhancements, including AI-enabled features
- Maintain stakeholder expectations and raise appropriate issues to project managers as necessary
- Develop "trusted advisor" relationships with senior stakeholders through effective communication, including guiding them on the art of the possible with AI-enabled service solutions
- Work with technology teams to produce detailed user stories and acceptance criteria to support development and QA teams building on Service Cloud, Experience Cloud, and related AI platforms
- Perform analysis on existing systems and support processes; identify options for potential solutions (including AI/automation options) and assess both technical and business suitability
- Support responsible AI adoption by helping evaluate data quality, process readiness, and change impact before AI features are introduced into service or self-service workflows
- Proven experience in process modelling (BPMN standard), eliciting business requirements, and translating them into clear user stories and acceptance criteria
- Solid understanding of software development methodologies, platforms, and tools
- Hands-on experience with Salesforce Service Cloud (case management, omni-channel, knowledge) and Experience Cloud (portals/communities); familiarity with Salesforce AI capabilities (Einstein, Agent force, or similar) is highly desirable
- Demonstrated ability to plan and facilitate small to medium-sized workshops
- Strong verbal and written communication skills, enabling effective engagement across all organizational levels, including the production of high-quality process documentation
- Hands‑on experience working in agile environments using recognized delivery frameworks such as Agile, Scrum, and Kanban
- Experience performing the Business Analyst role across the full software development lifecycle
- Experience with Lead‑to‑Cash or Customer Service processes and Salesforce; exposure to AI/automation initiatives within a CRM context is a plus
- Exposure to data analytics and data‑driven decision‑making, and familiarity with tools such as Jira, Confluence, Slack, Microsoft Office, and Microsoft Teams
- Curiosity and appetite for evaluating and piloting emerging AI tools and translating their potential into practical business value
We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and long‑term goals.
Working flexible hours – flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Group Health Insurance Policy (covering self and family)
- Group Life insurance/accident policy
- Generous long‑service awards
- New Baby gift
- Subsidized food provided (applies to India – Chennai)
- Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazetted Public Holiday and Maternity/Paternity Leave
- Free Transport provided to and from the office (applies to India – Chennai)
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
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