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!

Requirements

- 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 productive 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.

📌 Senior Staff Consultant (Business Analyst - Service cloud) (Karnataka)
🏢 Nagarro
📍 Karnataka