Senior Staff Consultant (Business Analyst - Service cloud, Field Service Lightning)

Job Description

Requirements

• Experience : 7.5 Years
• 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 efficient 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.

Qualifications

Bachelor’s or master’s degree in computer science, Information Technology, or a related field.