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

About the role

**Company Description** **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!

**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.