Customer Relationship Management Business Analyst

Job description

**About the Company** Zensar is a leading technology consulting and services company guided by an ‘experience-led everything’ philosophy. We believe that true success comes from placing our clients at the center of everything we do and taking ownership of their outcomes. While technology drives transformation, it’s the focus on meaningful experiences — both for our clients and our workforce — that shapes our approach, solutions, and culture .Headquartered in Pune, India, our diverse team of over 10,000 professionals across 30+ global locations collaborate to design digital experiences that are engineered into scalable solutions to deliver superior engagement. Serving 145+ leading enterprises, our products and services also reflect our commitment to delivering value, championing sustainability, and putting people first . The ESaaS - Discovery Lead will play a crucial role in our Salesforce Service Cloud projects. They will collaborate closely with business stakeholders, especially those in contact center operations, to understand their needs and challenges. By conducting thorough requirement elicitation and business process mapping, the Discovery Lead will define and propose innovative and scalable solutions during the discovery phase. This role is key to ensuring our Salesforce implementations are tailored to our clients' unique business requiremen **ts. About the** Role The ESaaS - Discovery Lead will play a crucial role in our Salesforce Service Cloud pr **ojects. Respons** - ibilities Lead discovery workshops and requirement elicitation sessions with business s - takeholdersUnderstand and document current-state (AS-IS) and future-state (TO-BE - ) processesDrive process mapping for contact center operations and customer servic - e workflowsTranslate business needs into functional and high-level technical r - equirementsDefine solution approach in alignment with Salesforce Service Cloud c - apabilitiesCollaborate with Architects and Delivery teams for solutio - n alignmentIdentify gaps, risks, and dependencies during disc - overy phasePrepare key artifacts including BRD, FRD, process flows, an - d use casesSupport estimation and roadmap planning based on discove - ry outcomesFacilitate stakeholder alignment and sign-offs for requirement **s and scope Q** - ualifications - CertificationsSalesforce Service Cloud Consult - ant (Preferred)Business Analysis certifications (CBAP, PMI - -PBA) preferredAgile / Scrum certifica **tions preferred** - Required Skills Salesforce Service Cloud ex - pertise (Mandatory)Strong experience in requirement elicitation and sta - keholder managementProcess mapping (AS-IS / TO-BE) an - d business analysisWorkshops facilitation and d - ocumentation skillsUnderstanding of Omni-Channel, routing, an **d service workfl** - ows Preferred Skills - Tools & TechniquesProcess mapping tools (V - isio, Lucidchart, Miro)Agil - e / Scrum methodologiesDocumentation tools ( **JIRA, Confluence, etc.) Pay range** and compensation package 18+ years of IT experience, 10+ years in Business Analysis / Discovery roles, Experience in Salesfo **rce Service Cloud projects.** Equal Opportunity Statement We are committe d to diversity and inclusivity.