Senior Business Analyst

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.

We are seeking a highly experienced Senior Business Analyst with a strong background in IT Service Management (ITSM) and a solid understanding of Salesforce Service Cloud. This role involves working closely with Salesforce prospect customers to implement the new Salesforce ITSM package, ensuring seamless integration and alignment with business objectives.

Key Responsibilities

• Collaborate with Salesforce prospect customers to gather, analyze, and document business requirements for ITSM solutions.
• Act as a liaison between business stakeholders and technical teams to ensure successful implementation of Salesforce ITSM package.
• Conduct workshops, interviews, and requirement-gathering sessions with client teams.
• Translate business needs into functional specifications and user stories for development teams.
• Support solution design, configuration, and testing phases of Salesforce Service Cloud implementations.
• Identify process improvement opportunities and recommend best practices for ITSM workflows.
• Ensure compliance with organizational standards and Salesforce implementation guidelines.
• Provide post-implementation support and assist in change management activities.

Required Qualifications

• Minimum 9 years of experience as a Business Analyst in ITSM or related domains.
• Proven experience in ITSM processes (Incident, Problem, Change, Service Request Management).
• Strong knowledge of Salesforce Service Cloud; experience with Salesforce ITSM package is highly desirable.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong analytical and problem-solving skills.

Preferred Skills

• Salesforce certifications (Service Cloud Consultant, Administrator) are a plus.
• Experience with Agile methodologies and tools (Jira, Confluence).
• Familiarity with ITIL framework and best practices.

Why Join Us?

• Opportunity to work on cutting-edge Salesforce ITSM implementations.
• Collaborative and innovative work environment.
• Professional growth and certification support.

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.

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.