Customer Relationship Management Business Analyst

Full Timemid

INPosted 4 days ago

Role Overview

Zensar Technologies is hiring a mid-level Customer Relationship Management Business Analyst. This is a full-time role in IN. posted 4 days ago. Full responsibilities, required qualifications, and the apply link are listed in the description below.

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RJiraScrumSalesforceMiroLucidchartConfluenceCompensation

Job description

About the Company

Zensar is a leading technology consulting and services company guided by an ‘experience-led everything’ philosophy. We believe that true success comes from placing our clients at the center of everything we do and taking ownership of their outcomes. While technology drives transformation, it’s the focus on meaningful experiences — both for our clients and our workforce — that shapes our approach, solutions, and culture

.Headquartered in Pune, India, our diverse team of over 10,000 professionals across 30+ global locations collaborate to design digital experiences that are engineered into scalable solutions to deliver superior engagement. Serving 145+ leading enterprises, our products and services also reflect our commitment to delivering value, championing sustainability, and putting people first

The ESaaS - Discovery Lead will play a crucial role in our Salesforce Service Cloud projects. They will collaborate closely with business stakeholders, especially those in contact center operations, to understand their needs and challenges. By conducting thorough requirement elicitation and business process mapping, the Discovery Lead will define and propose innovative and scalable solutions during the discovery phase. This role is key to ensuring our Salesforce implementations are tailored to our clients' unique business requiremen

ts.

About the

Role

The ESaaS - Discovery Lead will play a crucial role in our Salesforce Service Cloud pr

ojects.

Respons

ibilities

Lead discovery workshops and requirement elicitation sessions with business s

takeholdersUnderstand and document current-state (AS-IS) and future-state (TO-BE
) processesDrive process mapping for contact center operations and customer servic
e workflowsTranslate business needs into functional and high-level technical r
equirementsDefine solution approach in alignment with Salesforce Service Cloud c
apabilitiesCollaborate with Architects and Delivery teams for solutio
n alignmentIdentify gaps, risks, and dependencies during disc
overy phasePrepare key artifacts including BRD, FRD, process flows, an
d use casesSupport estimation and roadmap planning based on discove
ry outcomesFacilitate stakeholder alignment and sign-offs for requirement

s and scope

ualifications

•

CertificationsSalesforce Service Cloud Consult
ant (Preferred)Business Analysis certifications (CBAP, PMI
-PBA) preferredAgile / Scrum certifica

tions preferred

Required Skills

Salesforce Service Cloud ex

pertise (Mandatory)Strong experience in requirement elicitation and sta
keholder managementProcess mapping (AS-IS / TO-BE) an
d business analysisWorkshops facilitation and d
ocumentation skillsUnderstanding of Omni-Channel, routing, an

d service workfl

Preferred Skills

•

Tools & TechniquesProcess mapping tools (V
isio, Lucidchart, Miro)Agil
e / Scrum methodologiesDocumentation tools (

JIRA, Confluence, etc.)

Pay range

and compensation package

18+ years of IT experience, 10+ years in Business Analysis / Discovery roles, Experience in Salesfo

rce Service Cloud projects.

Equal Opportunity Statement

We are committe

d to diversity and inclusivity.

About Zensar Technologies

Zensar Technologies

zensar.com

On-site

6 other open roles at Zensar Technologies on TryApplyNow.

View all 7 roles at Zensar Technologies Visit website

Frequently Asked Questions

How do I apply for the Customer Relationship Management Business Analyst position at Zensar Technologies?

Use the Apply button above to submit your application directly to Zensar Technologies. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Where is the Customer Relationship Management Business Analyst position at Zensar Technologies located?

This position is based in IN. Zensar Technologies has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.

What does a Customer Relationship Management Business Analyst at Zensar Technologies earn?

Zensar Technologies has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.

When was the Customer Relationship Management Business Analyst role at Zensar Technologies posted?

This role was posted on July 2, 2026 (4 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.