Senior Staff Consultant (Business Analyst - Service cloud, Field Service Lightning)

Job description

**Company Description** **We're Nagarro****.** We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at a scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 36 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in! **Job Description** **Requirements** - Experience : 7.5 Years - Proven experience as a Business Analyst, with a strong focus on Service Cloud platforms and field service operations. - Deep expertise in end-to-end (E2E) service processes, specifically including visit preparation, on-site execution, installed base management, lead generation, report generation, and visit debrief/closure. - Strong understanding of data flows and system integrations, with the ability to map dependencies between Service Representatives and other roles such as Planners, Customer Service Hub agents, and Data Stewards. - Hands-on experience with field service tools and applications, including BFS, ServiceMax Go, OnSite, and IB Collection apps. - Knowledge of integration points between ServiceMax and other enterprise platforms (e.g., mySchneider, CRM, ERP). - Familiarity with AI-driven process design (e.g., people.AI) and its application to field service representative workflows. - Ability to translate business needs into functional requirements and technical specifications for development teams. - Excellent stakeholder management and communication skills, with the ability to facilitate workshops and gather requirements across cross-functional teams. - Experience in designing user-centric experiences and process improvements that enhance field worker productivity and data accuracy. - Strong analytical and problem-solving skills, with attention to detail in process Modeling and documentation. **Responsibilities** - Lead the analysis, design, and implementation of the future Service Representative experience within the E2E business process, ensuring alignment with the people.AI roadmap. - Define and document detailed business requirements for Service Cloud and field service applications, covering all phases of the service visit lifecycle. - Design process flows and data models that clearly outline interfaces and dependencies between Service Representatives, support teams, and downstream systems. - Collaborate with product owners, developers, and architects to ensure seamless integration between ServiceMax Go, BFS, and other associated tools (OnSite, IB Collection apps, etc.). - Drive the optimization of installed base management and lead generation workflows to improve data quality and revenue opportunities. - Conduct gap analysis between current state processes and future state vision, proposing practical solutions to address operational challenges. - Work closely with UX/UI designers to ensure the new SR application delivers an intuitive and efficient user experience. - Support the development of training materials and change management plans to ensure smooth adoption of new processes and tools by field representatives. - Coordinate with data stewards to define data governance rules and ensure consistency of service records across platforms. - Facilitate regular review sessions with business stakeholders to validate requirements, prioritize features, and track project progress against milestones. **Qualifications** Bachelor’s or master’s degree in computer science, Information Technology, or a related field.