Senior Business Analyst

Milestone Technologies, Inc.; Ernakulam; Hybrid; INR 1,200,000 - 2,000,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a Senior Business Analyst to shape Salesforce-powered ITSM and Enterprise Service Management solutions.

You will serve as the voice of the customer within delivery teams, working with business stakeholders, product owners, architects, and developers to translate challenges into scalable technology outcomes. The role emphasizes stakeholder management, workshop facilitation, and comprehensive business analysis across Salesforce, ITSM, and digital

Qualifications

• 6 to 10 years of Business Analysis experience in enterprise technology programs.
• Proven experience with Salesforce platforms and/or ITSM/ESM platforms.
• Strong stakeholder workshops and requirement elicitation skills.
• Excellent verbal, written, presentation, and facilitation skills.

Responsibilities

• Act as the primary liaison between business stakeholders, delivery teams, and technology teams.
• Conduct discovery workshops, requirement gathering sessions, design thinking workshops, and stakeholder interviews.
• Translate complex business requirements into clear and actionable development specifications; maintain backlog grooming and traceability.
• Partner with Product Owners and Project Managers to define priorities and release plans.
• Design solutions leveraging Salesforce and Enterprise Service Management platforms; support ITSM and integration efforts.
• Define and execute testing/validation strategies; coordinate UAT and demonstrations.

Skills

Stakeholder management

Workshop facilitation

Business analysis

Communication skills

Tools

Salesforce

ITSM platforms

Job description

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

We are seeking a highly motivated and client-facing Senior Business Analyst to join our growing organization and play a critical role in shaping the future of Salesforce-powered Conversational ITSM and Enterprise Service Management solutions.

The ideal candidate will serve as the voice of the customer within the delivery team, partnering closely with business stakeholders, product owners, architects, and development teams to translate business challenges into scalable technology solutions. This role requires exceptional stakeholder management, workshop facilitation, business analysis, and communication skills, with experience working on Salesforce, ITSM, Service Management, or Digital Transformation platforms.

As a trusted advisor, you will engage with senior business stakeholders, facilitate discovery sessions, document requirements, support solution design, validate delivered functionality, and demonstrate business value throughout the project lifecycle.

Key Responsibilities

Business Analysis & Client Engagement

• Act as the primary liaison between business stakeholders, delivery teams, and technology teams.
• Conduct discovery workshops, requirement gathering sessions, design thinking workshops, and stakeholder interviews.
• Engage confidently with senior client stakeholders, business leaders, process owners, and executive sponsors.
• Analyze current‑state business processes and identify opportunities for automation, optimization, and digital transformation.
• Serve as the “Eyes and Ears of the Customer” throughout the project lifecycle, ensuring business objectives remain aligned with delivery outcomes.
• Facilitate discussions that help define business priorities, scope, success criteria, and roadmap initiatives.

Requirements Management

• Elicit, analyze, document, prioritize, and manage business requirements.

• Create detailed:

• Business Requirement Documents (BRDs)

• Functional Requirement Documents (FRDs)

• User Stories

• Process Flows

• Use Cases

• Acceptance Criteria

• Translate complex business requirements into clear and actionable development specifications.

• Maintain backlog grooming, requirements traceability, and stakeholder alignment throughout project execution.

• Partner with Product Owners and Project Managers to define implementation priorities and release plans.

Salesforce & ITSM Solution Delivery

• Work closely with architects and development teams to design solutions leveraging Salesforce and Enterprise Service Management platforms.

• Support the delivery of solutions spanning:

• ITSM Platforms

• Agentforce and Conversational Experiences

• Enterprise Integrations

• Collaborate with technical teams to ensure requirements are accurately interpreted and implemented.

• Participate in solution reviews and validate alignment to business requirements.

Testing, Validation & Demonstrations

• Define and execute business validation strategies.
• Develop test scenarios, test cases, and user acceptance criteria.
• Coordinate and support UAT activities with business users and stakeholders.
• Validate completed functionality against requirements and business expectations.
• Conduct solution demonstrations, sprint reviews, and showcase sessions to business stakeholders and leadership teams.
• Gather feedback, identify gaps, and drive continuous improvements.

Stakeholder Relationship Management

• Build trusted relationships with customer stakeholders at multiple organizational levels.
• Act as a trusted business advisor throughout the implementation lifecycle.
• Anticipate stakeholder concerns and proactively manage expectations.
• Facilitate decision‑making and conflict resolution across business and technical teams.

Required Qualifications

Must Have

• 6 to 10 years of Business Analysis experience in enterprise technology programs.

• Proven experience working with:

• Salesforce platforms (Service Cloud, Sales Cloud, Experience Cloud), and/or

• ITSM / Enterprise Service Management platforms.

• Strong experience conducting stakeholder workshops and requirement elicitation sessions.

• Demonstrated ability to engage and communicate effectively with senior client stakeholders.

• Expertise in creating:

• BRDs

• Functional Specifications

• User Stories

• Process Maps

• Acceptance Criteria

• Business Workflows

• Strong understanding of Agile, Scrum, and iterative delivery methodologies.

• Experience supporting testing, UAT, and solution validation activities.

• Excellent verbal, written, presentation, and facilitation skills.

Preferred Qualifications

• Experience working on Salesforce transformation programs.
• Experience in IT Service Management (ITSM) implementations.
• Exposure to Service Cloud, Experience Cloud, Customer Service, Employee Service, or Enterprise Service Management solutions.
• Experience working with integration‑heavy platforms involving APIs and enterprise systems.
• Knowledge of AI‑enabled service management, conversational platforms, or Agentforce capabilities.
• Salesforce Business Analyst Certification or related Salesforce certifications.
• CBAP, PMI-PBA, or equivalent business analysis certifications.

What We Are Looking For

We are looking for professionals who:

• Excel at building relationships and earning stakeholder trust.
• Can confidently interact with senior business leaders and executive stakeholders.
• Possess strong business acumen and a consultative mindset.
• Are passionate about translating business problems into technology solutions.
• Enjoy working in fast‑paced, evolving environments.
• Thrive on collaboration and cross‑functional teamwork.
• Can bridge the gap between business vision and technical execution.
• Want to grow with a rapidly expanding organization focused on innovation and customer success.

Why Join Us?

• Be part of a strategic transformation journey focused on Salesforce-powered Conversational ITSM and Agentic Service Platforms.
• Work alongside experienced architects, consultants, and technology leaders.
• Engage directly with business leaders and influence enterprise transformation initiatives.
• Gain exposure to emerging technologies including Salesforce, Agentforce, AI‑driven service experiences, and enterprise automation.
• Join a growing organization where your ideas, leadership, and customer‑centric mindset will have a direct impact.
• Enjoy a flexible hybrid work model from Kochi, Bangalore, or Hyderabad.

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job‑related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self‑expression and perspectives you can bring to our global community.