Senior Business Analyst Consultant

Job Summary

A company is looking for a Business Analyst/Consultant with strong experience in ITSM.

Key Responsibilities

• Design and implement Salesforce ITSM / Service Cloud solutions aligned with ITIL practices
• Configure incident management, service requests, problem management, and change management processes
• Support project planning, effort estimation, and delivery management while ensuring quality delivery and successful go-live

Required Qualifications

• 4+ years of Salesforce implementation experience, preferably in Service Cloud / ITSM environments
• Strong knowledge of Salesforce Service Cloud or ServiceNow solutions
• Experience implementing ITSM processes (Incident, Problem, Change, Service Request)
• Understanding of security model, SSO, profiles/roles, and access governance
• Experience with integrations (ERP, monitoring tools, ServiceNow, Salesforce, MuleSoft, etc.)