[Hiring] Business Analyst @Lifted, an Upwork Company™

Role Description

We are seeking an experienced Business Analyst for a remote contract engagement supporting the discovery, documentation, and delivery of business solutions within a large enterprise environment. This role spans both business and technology domains, with a primary focus on the Salesforce ecosystem, particularly Salesforce Service Cloud. The successful candidate will serve as a bridge between business stakeholders and technical teams, independently driving requirements from initial elicitation through delivery while ensuring solutions remain aligned with business objectives. Enterprise experience is strongly preferred.

Key Responsibilities

• Requirements Elicitation & Documentation: Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.
• User Stories & Functional Specifications: Translate business needs into actionable user stories, acceptance criteria, and functional specifications.
• Business Process Modeling: Map current-state and future-state processes using standard techniques such as BPMN, swimlane diagrams, and data flow diagrams.
• Requirements Management: Facilitate requirements review sessions and maintain end-to-end traceability from business needs to delivered solutions.
• Cross-Functional Collaboration: Partner with Product Managers, developers, architects, and QA teams to ensure requirements are clearly understood and implemented as intended.
• User Acceptance Testing (UAT): Develop test scenarios, coordinate testing cycles, support business users, and manage defect triage.
• Gap & Impact Analysis: Analyze data and system configurations to identify gaps, inefficiencies, and opportunities for improvement. Assess the impact of proposed changes across dependent systems and business processes.
• Integration Requirements: Contribute to integration requirements involving third-party platforms, APIs, and cross-system data flows.
• Agile Delivery: Participate in Agile ceremonies, including sprint planning, backlog refinement, and retrospectives.
• Business Documentation: Develop and maintain business requirements documents (BRDs), process maps, decision logs, and knowledge transfer materials.
• Change Management: Support stakeholder communications and change management activities associated with new feature rollouts.
• Project Governance: Follow established requirements management standards and business analysis best practices while delivering complete, well-organized documentation within agreed timelines.
• Risk & Dependency Management: Proactively communicate project status, risks, dependencies, and outstanding decisions.
• Deployment & Stabilization: Support testing, deployment, and post-release stabilization by ensuring business readiness and stakeholder alignment.
• Contract Delivery: Work independently and efficiently within the defined project scope, schedule, and contract duration.

Qualifications

• 5+ years of experience as a Business Analyst in technology-driven environments.
• Strong expertise in requirements elicitation, analysis, and documentation, including user stories, BRDs, and acceptance criteria.
• Strong proficiency in business process modeling and analysis.
• Demonstrated stakeholder management skills across business and technical teams.
• Hands-on experience with UAT planning, coordination, execution support, and defect management.
• Experience working on projects involving CRM platforms, preferably Salesforce, or comparable enterprise systems.
• Familiarity with system integrations, data flows, and API-based connectivity between platforms.
• Practical experience with Agile/Scrum delivery methodologies.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.

Nice-to-Have Skills & Qualifications

• Salesforce & Enterprise Systems: Experience working in enterprise-scale Salesforce environments, particularly Service Cloud, Omni-Channel, and case management workflows.
• Understanding of the Salesforce object model, automation capabilities (Flows and Process Builder), and configuration-versus-customization trade-offs.
• Experience working within Service Cloud or customer service and support operations domains.
• Experience with complex data models, large-scale implementations, or multi-system enterprise environments.
• Familiarity with data migration, reporting and analytics, and integration patterns such as REST APIs and middleware.
• Experience using tools such as Jira and Confluence.

• AI & Intelligent Business Solutions: Experience gathering and documenting requirements for AI-driven features or services, such as predictive routing, intelligent case classification, and generative AI-powered agent assistance.
• Familiarity with Salesforce AI capabilities, including Einstein features and AI-powered automation within Service Cloud.
• Ability to define business rules, success metrics, and acceptance criteria for AI-enabled workflows.
• Understanding of data readiness, data quality, and governance considerations when scoping AI/ML initiatives.
• Exposure to prompt engineering concepts or evaluating generative AI tools for business process improvement.
• Experience facilitating stakeholder alignment on AI use cases while balancing business value, technical feasibility, and implementation risks.

Required Tools & Platforms

• CRM Platforms: Experience with CRM platforms or comparable enterprise systems; Salesforce is preferred.
• Salesforce Service Cloud: Primary platform for the engagement, with Service Cloud-specific experience strongly preferred.
• System Integrations: Familiarity with APIs, cross-platform data flows, and integration patterns.
• Business Process Modeling: Experience with BPMN, swimlane diagrams, data flow diagrams, or equivalent process modeling techniques.
• Agile & Collaboration Tools: Experience with Agile/Scrum methodologies; familiarity with Jira and Confluence is an advantage.

Location, Time Zone & Engagement Details

• Location: Remote; candidates must be based in India.
• Engagement Type: Contract.
• Time Zone: U.S. Central Time (CT), with some working-hour overlap with India Standard Time (IST) expected.
• Workload: Full-time allocation of 40 hours per week.
• Work Arrangement: 100% remote.