Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Experience: 3-5 Years
Location: Kochi / Bangalore / Hyderabad (Hybrid)
Employment Type: Full-Time
Reports To: Lead Business Analyst

About the Role

We are seeking a talented and customer-focused Business Analyst to support the delivery of Salesforce-powered Conversational ITSM and Enterprise Service Management solutions.

This role is ideal for professionals who enjoy interacting with customers, understanding business challenges, documenting requirements, and working closely with developers, architects, and project teams to deliver impactful solutions.

You will play a key role in requirement gathering, business process analysis, user story creation, solution validation, and UAT activities for innovative service management platforms powered by Salesforce, Agentforce, AI, and Enterprise Automation technologies.

Key Responsibilities

Requirements Gathering & Analysis

- Conduct stakeholder interviews and requirement elicitation sessions.
- Document business, functional, and non-functional requirements.
- Create:
- User Stories
- Process Flows
- Use Cases
- Functional Specifications
- Acceptance Criteria

- Analyze existing business processes and identify improvement opportunities.
- Maintain requirement traceability and backlog documentation.

Salesforce & ITSM Project Support





- Support implementation initiatives involving:
- Salesforce Service Cloud
- Experience Cloud
- Enterprise Service Management
- IT Service Management
- Agentforce Solutions

- Collaborate with architects, developers, and QA teams during solution delivery.
- Assist in solution reviews and requirement clarification sessions.

Business Process & Service Management

- Support process analysis across:
- Incident Management
- Service Request Management
- Knowledge Management
- Change Management
- CMDB
- IT Asset Management
- Employee Service Processes

- Help identify opportunities for automation and self-service capabilities.

Testing & Validation

- Prepare test scenarios and test cases.
- Support User Acceptance Testing (UAT) activities.
- Validate delivered functionality against requirements.
- Participate in sprint reviews and solution demonstrations.
- Track defects, clarify issues, and support business sign-offs.

Stakeholder Support

- Work closely with business users and project stakeholders.
- Facilitate requirement discussions and feedback sessions.
- Provide regular updates on requirement status and project progress.
- Build strong working relationships across business and technical teams.

Required Qualifications

Must Have

- 3-5 years of Business Analysis experience.
- Experience gathering and documenting business requirements.
- Familiarity with Salesforce platforms and/or ITSM solutions.
- Experience creating:
- User Stories
- Functional Requirements
- Process Maps
- Acceptance Criteria

- Understanding of Agile and Scrum methodologies.
- Experience supporting testing and UAT activities.
- Solid communication and documentation skills.

Preferred

- Exposure to Salesforce Service Cloud, Sales Cloud, or Experience Cloud.
- Experience with ITSM, Enterprise Service Management, CMDB, or IT Asset Management.
- Salesforce Business Analyst Certification.
- Knowledge of Jira, Azure DevOps, or similar Agile tools.

Added Advantage

- Exposure to Agentforce and conversational service platforms.
- Interest in AI-powered service management solutions.
- Experience working on enterprise transformation projects.
- ITIL Foundation certification.

What We Are Looking For

We are looking for professionals who:

- Are curious, analytical, and customer-focused.
- Enjoy translating business needs into actionable requirements.
- Have strong communication and facilitation skills.
- Thrive in collaborative, fast-paced environments.
- Are interested in Salesforce, Enterprise Service Management, AI, and Digital Transformation.




- Take ownership and demonstrate accountability in delivery.

Why Join Us?

- Be part of exciting Salesforce transformation programs focused on Conversational ITSM, Enterprise Service Management, Agentforce, and Intelligent Automation.
- Work closely with experienced architects, business leaders, consultants, and technology professionals.
- Gain hands-on exposure to modern Salesforce technologies including Service Cloud, Experience Cloud, Agentforce, Data Cloud, and AI-powered service solutions.
- Contribute to projects involving ITSM, CMDB, IT Asset Management, Knowledge Management, and Enterprise Service Management processes.
- Develop expertise in business analysis, stakeholder engagement, process optimization, and digital transformation initiatives.
- Work in a collaborative environment that encourages learning, continuous improvement, innovation, and career growth.
- Build a strong foundation for future progression into Senior Business Analyst, Product Owner, Consulting, or Business Architecture roles.
- Enjoy a flexible hybrid work model across Kochi, Bangalore, and Hyderabad.

Join Us

If you are a motivated Business Analyst who enjoys understanding business challenges, engaging with stakeholders, documenting requirements, and helping deliver innovative Salesforce-based solutions, we'd love to hear from you. Join us and play a key role in shaping the future of Enterprise Service Management, Agentforce, and AI-powered service experiences, while accelerating your career in a fast-growing and innovation-driven organization.

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.

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