Sr. BSA - Salesforce Service Cloud

IT Bengaluru, Karnataka


Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate business processes with intelligent software bots – AI-powered, digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, optimized customer experience, and more engaged employees. The company offers the world's only cloud-native, web-based intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics. Automation Anywhere has deployed nearly 3 million bots to support some of the world's largest enterprises across all industries in more than 90 countries. For more information about our portfolio, please visit us at

About this Role

We are seeking a professional with Salesforce admin experience in Salesforce Service Cloud to serve as a liaison between the business team, project managers, and the development team for our project. The ideal candidate will be proficient in Salesforce configuration and have experience configuring Service Cloud.

The candidate for this role will work closely with the business team and our international partners to analyze and identify gaps, document, communicate, validate requirements as well as execute roll-out activities. This role will also be supporting the Salesforce Service Cloud business users with features and business process configurations, user acceptance testing as well as general support; this will involve troubleshooting reported issues, documenting & escalating concerns to Product Owner & development team as needed.


You’re excited about this opportunity because you will…

  • Perform analysis of business requests and translate into detailed system requirements.
  • Distinguish requests from underlying needs. Evaluate information received, deconstruct high-level information into functional details and translate low-level information into business requirements.
  • Capture use cases, user stories and acceptance criteria for the new requests. Develop UI/UX or other artifacts to facilitate requirement elaborations as needed.
  • Collaborate with business partners to discuss technical feasibility and explore best approach to innovative design and functionality proposals.
  • Participate in sprint planning & grooming session. Elaborate business requirements and expectations to project team. Manage and monitor day to day activities such as but not limited to user acceptance testing, managing backlog items, creating user stories, and general support.
  • Produce business flowcharts or other visual aids to communicate changes to the business teams.
  • Work with business team and QA team to develop test cases, validate the features and integration testing to ensure final product meets requirements and expected outcomes.
  • Assist in developing training materials.

We’re excited about you because…

  • 7+ years’ experience as a Business Analyst, System Training Specialist, or related IT experience.
  • 5+ years’ experience as a Salesforce Service Cloud admin.
  • Experience leading and facilitating meetings with business users.
  • Ability to work and communicate effectively with various groups throughout the organization as well as with 3rd party vendors.
  • Experience eliciting and documenting business, functional, and testing requirements and use cases.
  • Experience and proven track record configuring Salesforce Service Cloud.
  • Excellent writing and editing skills and the ability to communicate ideas clearly and succinctly.
  • Experience working in a fast-paced, startup environment desired.

All unsolicited resumes submitted to any email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.