Sr. Business Analyst 4C

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Pune District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Genpact is hiring a Sr. Business Analyst focused on Salesforce Field Service Lightning. The role emphasizes optimizing operations, translating complex field service requirements into user stories, and driving end-to-end process improvements.

The ideal candidate will lead requirements workshops, map business processes, and collaborate with engineering to deliver scalable Salesforce solutions across ERP integrations and data migrations.

Qualifications

• Experience in business analysis with FSL field
• Proficiency in Salesforce platform and understanding of business processes
• Excellent verbal and written communication skills to interact with stakeholders

Responsibilities

• Bridge between business stakeholders and engineering team; translate requirements into Salesforce user stories and specs
• Lead workshops to map field service processes and scheduling workflows
• Translate requirements into Salesforce Field Service features and define Work Order hierarchies, Service Territories and Scheduling Policies
• Produce technical artifacts: process flow diagrams, data mappings, and user stories with acceptance criteria
• Perform Standard vs. Custom assessments for configuration vs. custom development
• Design logic for Salesforce Flows
• Lead UAT with test scripts for CRM functionality and field service execution
• Define data migration and integration requirements between Salesforce and ERPs
• Act as liaison between business units and development team; prioritize product backlog

Skills

Salesforce FSL

Communication

Problem solving

Agile

User stories

Education

BE/BTech

MCA

Tools

Salesforce Platform

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 Sr. Business Analyst Salesforce Field Service Lightening

A Salesforce Field Service Lightning (FSL) Business Analyst plays a crucial role in optimizing operations and improving processes by leveraging Salesforce technologies.

Here are some key responsibilities and qualifications for this role

Responsibilities

• This role acts as the critical bridge between business stakeholders and the technical engineering team, translating complex field operations requirements into actionable Salesforce user stories and technical specifications.
• Requirement Discovery: Lead workshops to map complex field service business processes, identifying pain points in scheduling, dispatching, and mobile worker workflows.
• FSL Solution Mapping: Translate business needs into Salesforce Field Service features, defining requirements for Work Order hierarchies , Service Territories , and Scheduling Policies .
• Technical Documentation: Produce high-quality technical artifacts, including Process Flow Diagrams , Data Mapping documents, and detailed User Stories with robust Acceptance Criteria.
• Gap Analysis: Conduct "Standard vs. Custom" assessments to determine when business needs can be met with SFS configuration versus requiring custom Apex or LWC development.
• Functional Design: Design the logic for Salesforce Flows
• UAT Leadership: Orchestrate User Acceptance Testing (UAT), defining test scripts that validate both core CRM functionality and end-to-end field service execution.
• Data Strategy: Define requirements for data migration and integration between Salesforce and back-office ERPs, focusing on inventory accuracy and asset management.
• Stakeholder Management: Act as the primary liaison between business units and the development team, managing the product backlog and prioritizing features based on ROI and technical feasibility.

undefined Qualifications we seek in you!

B.E or B.Tech or MCARelevant experience in business analysis -FSL field Technical Skills : Proficiency in Salesforce platform, including FSL, and understanding of business processes. Communication Skills : Excellent verbal and written communication skills to effectively interact with stakeholders. Problem-Solving Skills : Ability to analyze business needs and develop effective solutions.Must have experience in writing the functional design documents and user stories for agile development projects.Experience in leading requirements gathering workshops and business analysis for relevant years in agile projects.Experience in complicated software projects.

Minimum Qualifications / Skills

B.E or B.Tech or MCARelevant experience in business analysis -FSL field Technical Skills : Proficiency in Salesforce platform, including FSL, and understanding of business processes. Communication Skills : Excellent verbal and written communication skills to effectively interact with stakeholders. Problem-Solving Skills : Ability to analyze business needs and develop effective solutions.Must have experience in writing the functional design documents and user stories for agile development projects.Experience in leading requirements gathering workshops and business analysis for relevant years in agile projects.Experience in complicated software projects.

Preferred Qualifications/ Skills

Effective stakeholder managementFast and independent decision makerConfident presenter

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

Certified Regulatory Compliance Manager (CRCM) - The International Association of Risk and Compliance Professionals (IARCP)The International Association of Risk and Compliance Professionals (IARCP)

Required Skills

Agile Methodology, Business Analysis, Business Reporting, Capital Markets, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Healthcare Business, Inclusion, Insurance, People Leadership, Personal Effectiveness, Risk Management, Storytelling

Language

English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List

Technology Advisory

Remote Type

Hybrid

Work Shift

Day Job (India)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make a