Salesforce Service Cloud BA: Platform & Transformation

Schneider Electric

Hinoba-an

On-site

PHP 789,000 - 1,314,000

Full time

14 days+

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Benefits offered by this job

Flexible work options

Total Rewards program

Mentorship and development

Job summary

Schneider Electric in Powai, Mumbai, is seeking an experienced Business Analyst to own the Salesforce Service Cloud portfolio, drive O&M, enhancements, and project delivery, acting as a bridge between business stakeholders and IT.

You will work with Service Operations, Contact Center, Field Service, Service BD, IT, Salesforce partners, and integration teams to ensure platform stability, process optimization, and successful digital transformation initiatives.

Qualifications

Bachelor’s degree in information technology, Engineering, Business Administration, or related discipline.
5-10 years of experience in Business Analysis, CRM Solutions, or Digital Transformation roles.
Minimum 3+ years of experience working with Salesforce Service Cloud.
Strong understanding of service management and customer service business processes.
Experience managing application support, enhancements, and project delivery.

Responsibilities

Own and manage the Salesforce Service Cloud application portfolio supporting customer service operations.
Define and maintain the Service Cloud roadmap aligned with business objectives.
Prioritize enhancement requests, projects, and technical debt in collaboration with business stakeholders.
Drive platform adoption, user experience improvements, and process standardization.
Ensure stable and efficient operation of Salesforce Service Processes.
Monitor application performance, incident trends, and service levels.
Coordinate with support teams, vendors, and managed service partners for issue resolution.
Manage defect triaging, root cause analysis, and corrective actions.
Track application health, SLAs, KPIs, and governance metrics.
Engage with business stakeholders to understand operational challenges and improvement opportunities.
Gather, analyze, and document business requirements, functional specifications, and user stories.
Conduct process mapping, gap analysis, impact assessments, and solution recommendations.
Facilitate workshops and stakeholder sessions to drive requirement clarity and alignment.
Lead enhancement initiatives and digital transformation projects related to customer service processes.
Support project planning, effort estimation, prioritization, and release management.
Coordinate with Salesforce administrators, developers, architects, and integration teams to deliver solutions.
Participate in solution design reviews and validate business requirements.
Ensure successful User Acceptance Testing (UAT), deployment, and business adoption.
Drive continuous improvement across customer service processes including Case Management, Service Business Management, Customer Support Operations, Contact Center Processes, Escalation Management, Knowledge Management, Field Service Integration.
Identify automation opportunities to improve service efficiency and customer experience.
Collaborate with enterprise application teams for integrations involving SAP, Salesforce Sales & Marketing Cloud, Field Service lightning mobile app, DMS Portal, CTI Solutions (Genesys), Middleware Platforms (PI / Snaologic).
Support assessment and implementation of new capabilities within the Salesforce ecosystem.
Act as the primary liaison between business users, IT teams, vendors, and implementation partners.
Conduct portfolio review meetings and steering discussions.
Manage project documentation, change requests, and governance approvals.
Ensure compliance with organizational standards, security policies, and audit requirements.