Senior Business Analyst - Salesforce & AI Solutions

Elsevier; Chennai; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Avantages offerts par ce poste

Group Health Insurance Policy (self &/

Group Life insurance/accident policy

Generous long-service awards

New Baby gift

Subsidized food provided (India - CHEN

Casual Leave, Sick Leave, Privilege, M

Free Transport provided to and from HQ

Résumé du poste

Elsevier in Chennai, India seeks a Senior Business Analyst for Salesforce who can design, document, and implement Service Cloud, Experience Cloud, and AI-powered capabilities. You will translate business needs into user stories, collaborate with product and tech teams, and guide stakeholders through AI-enabled service improvements, while promoting responsible AI adoption.

Experience in BPMN, Agile, and CRM processes is valued, with strong communication and workshop facilitation skills.

Qualifications

• Proven experience in modelling business processes and translating requirements into user stories.
• Strong knowledge of Salesforce Service Cloud and Experience Cloud with AI capabilities desirable.
• Experience working in agile environments and collaborating with cross-functional teams.

Responsabilités

• Document current processes and suggest future-state improvements for Service Cloud and Experience Cloud.
• Identify AI/automation opportunities to enhance case resolution and self-service.
• Capture requirements, user stories, and acceptance criteria for enhancements.
• Manage stakeholder expectations and escalate issues as needed.
• Build trusted advisor relationships with senior stakeholders through clear communication.
• Collaborate with tech teams to craft detailed stories for development and QA.
• Assess existing systems and select viable AI/automation options.
• Support responsible AI adoption by evaluating data readiness and change impact.

Connaissances

BPMN modeling

Requirements elicitation

Agile methodologies

Stakeholder management

Salesforce Service Cloud

Salesforce Experience Cloud

AI capabilities

Workshop facilitation

Effective communication

Data analytics

Outils

Jira

Confluence

Slack

Microsoft Office

Microsoft Teams

Description du poste

Senior Business Analyst Salesforce Senior Business Analyst

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.

About the Role

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).

Responsibilities

• 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

Requirements

• 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.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

Benefits

• 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)

About Us

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. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers: EEO Know Your Rights .

Experience Level Senior Level