Job Description & How to Apply Below
Title:
Business Analyst (Service Max & Salesforce Service Cloud)
Location:
Remote
Experience:
4-6 Years
Shift Timing– 4:00 PM to 1:00 AM
Job type:
Full Time
Client: LTIMindtree
Job Summary:
We are seeking a highly skilled Senior Business Analyst with deep expertise in Service Max and Salesforce Service Cloud , including hands-on configuration experience . This role will partner closely with service operations, IT, and delivery teams to design, configure, and optimize end-to-end field service and customer service solutions on the Salesforce platform.
The ideal candidate combines strong business analysis skills with practical Salesforce configuration knowledge and a deep understanding of service operations.
Key Responsibilities
Act as the lead Business Analyst for Service Max and Salesforce Service Cloud initiatives
Elicit, analyze, and document business requirements from customer service, field service, and operations stakeholders
Translate requirements into functional designs, user stories, and acceptance criteria
Perform hands-on Salesforce Service Cloud configuration , including:
Case management and record types
Queues, assignment rules, and escalation rules
Omni-Channel routing
Entitlements and milestones
Service Console configuration
Reports and dashboards
Configure and support Service Max modules , including:
Work Orders and Service Contracts
Preventive Maintenance
Installed Base / Assets
Parts, Inventory, and Logistics
Scheduling and Dispatch
Collaborate with Salesforce developers and architects on solution design, integrations, and enhancements
Support UAT planning, execution, and defect triage
Analyze current-state service processes and recommend optimized future-state solutions aligned with best practices
Support integrations with ERP, billing, inventory, and third-party systems
Create solution documentation, process flows, and training materials
Provide post-deployment support and act as a subject matter expert for Service Max and Service Cloud
Required Qualifications
Bachelor’s degree in Business, Information Systems, or related field
6+ years of Business Analyst experience
3+ years of hands-on experience with Service Max
3+ years of Salesforce Service Cloud configuration experience
Strong understanding of Field Service Management (FSM) and Customer Service processes
Proven experience configuring Salesforce without heavy developer dependency
Experience working in Agile/Scrum environments
Excellent communication, documentation, and stakeholder management skills
Preferred Qualifications
Salesforce certifications (Service Cloud Consultant, Salesforce Administrator, Service Max Certification)
Experience with Service Max Mobile and offline capabilities
Experience supporting global service organizations
Familiarity with Jira, Confluence, Lucidchart, or Visio
Experience with integrations, data migration, or system cutovers
Key Skills
Service Max
Salesforce Service Cloud
Salesforce Configuration
Field Service Operations
Case Management & Omni-Channel
Business Analysis & Process Optimization
UAT & Change Management
Agile / Scrum
Thanks & Regards
(Komal Sharma)
Talent Acquisition Specialist @ RADIANSYS INC
Contact no.
Email :
-
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