Sr. Business Analyst 4C

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Gurugram District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Genpact, a leading AI and digital innovation company, seeks a Senior Business Analyst to shape Salesforce-driven solutions. You will work with stakeholders, product owners, architects, and delivery teams to translate business needs into clear Salesforce requirements and roadmaps.

The ideal candidate has strong domain expertise in Salesforce processes, CRM best practices, and experience delivering large-scale Salesforce programs in Agile environments.

Qualifications

• Proven experience as a Senior Business Analyst on Salesforce programs.
• Hands-on with Salesforce Service Cloud, Experience Cloud, and Data Cloud.
• Strong understanding of Salesforce-led business processes and CRM best practices.
• Experience on large-scale Salesforce implementations (2-3 programs).
• Experience with MuleSoft or REST/SOAP APIs from business perspective.
• Experience in Agile / Scrum delivery environments.
• Strong analytical thinking and stakeholder communication.

Responsibilities

• Partner with business stakeholders to elicit, analyze, and document business requirements across Salesforce implementations
• Identify opportunities to improve business processes through Salesforce capabilities and platform integrations
• Lead requirements gathering workshops, stakeholder interviews, and discovery sessions
• Create and own user stories, BRDs, process flows, and acceptance criteria
• Support business process redesign, value stream mapping, and roadmap planning across multi-cloud Salesforce implementations
• Act as the primary liaison between business users, product owners, and technical teams
• Collaborate with architects and developers to ensure requirements are feasible and aligned to solution design
• Support data and functionality migration initiatives by defining business rules, validation criteria, and reconciliation requirements
• Conduct impact analysis for change requests and evolving business needs
• Lead customer walkthroughs, demos, and solution validations to ensure business alignment
• Identify risks, dependencies, and gaps early and support the project manager with mitigation strategies
• Build strong client relationships through clear communication, trust, and proactive engagement
• Mentor junior and mid-level business analysts and contribute to analysis best practices and templates

Skills

Salesforce

Business Analysis

Stakeholder Mgmt

Agile / Scrum

BRD Documentation

Data Cloud

Education

B.E./B.Tech./MCA

Tools

MuleSoft

REST API

SOAP API

Job description

Sr. Business Analyst

Ready to turn bold ideas into real-world impact?

At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises.

Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Inviting applications for the role of Salesforce Business Analyst

We are seeking an experienced Senior Business Analyst to join our team and play a critical role in shaping Salesforce-driven business solutions. In this role, you will work closely with business stakeholders, product owners, architects, and delivery teams to understand business needs, define requirements, and ensure Salesforce solutions deliver measurable business value.

The ideal candidate has strong domain expertise in Salesforce-enabled business processes, excels at stakeholder management, and is skilled at translating complex business problems into clear requirements, user stories, and delivery roadmaps.

Responsibilities

• Partner with business stakeholders to elicit, analyze, and document business requirements across Salesforce implementations
• Identify opportunities to improve business processes through Salesforce capabilities and platform integrations
• Lead requirements gathering workshops, stakeholder interviews, and discovery sessions
• Create and own user stories, business requirements documents (BRDs), process flows, and acceptance criteria
• Support business process redesign, value stream mapping, and roadmap planning across multi-cloud Salesforce implementations
• Act as the primary liaison between business users, product owners, and technical teams
• Collaborate with architects and developers to ensure requirements are feasible, well understood, and aligned to solution design
• Support data and functionality migration initiatives by defining business rules, validation criteria, and reconciliation requirements
• Conduct impact analysis for change requests and evolving business needs
• Lead customer walkthroughs, demos, and solution validations to ensure business alignment
• Identify risks, dependencies, and gaps early and support the project manager with mitigation strategies
• Build strong client relationships through clear communication, trust, and proactive engagement
• Mentor junior and mid-level business analysts and contribute to analysis best practices and templates

undefined Qualifications we seek in you!

Minimum qualifications

• B.E / B.Tech / MCA or equivalent
• Proven experience as a Senior Business Analyst on Salesforce programs
• Hands-on experience with Salesforce Service Cloud, Experience Cloud, and Data Cloud
• Strong understanding of Salesforce-led business processes and CRM best practices
• Experience working on large-scale Salesforce implementations (2-3 programs in a lead or independent capacity)
• Familiarity with Salesforce integrations using MuleSoft or REST/SOAP APIs (from a requirements and business perspective)
• Experience working in Agile / Scrum delivery environments
• Strong analytical thinking, problem-solving, and stakeholder communication skills
• Ability to thrive in fast-paced, collaborative environments

Preferred qualifications

• Salesforce Business Analyst or Product Owner certifications
• Relevant years of experience in business analysis, preferably within the Salesforce ecosystem
• Strong design thinking skills and ability to translate business problems into value streams
• Experience with data migration, data quality, and validation activities
• Excellent documentation and presentation skills (Word, Excel, PowerPoint, diagrams)
• Proficiency with process and modeling tools (draw.io, Visio, Lucidchart; ERD knowledge preferred)
• Familiarity with cloud platforms (AWS/Azure) and hybrid integration landscapes
• Basic understanding of HTML, CSS, or JavaScript (nice to have, not required)
• Self-motivated, proactive, and comfortable making decisions in ambiguous or evolving environments

Qualifications Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Bu