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

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! Requirements Job Description 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.