Senior Business Analyst

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

We are seeking a highly motivated and client-facing Senior Business Analyst to join our growing organization and play a critical role in shaping the future of Salesforce-powered Conversational ITSM and Enterprise Service Management solutions.

The ideal candidate will serve as the voice of the customer within the delivery team, partnering closely with business stakeholders, product owners, architects, and development teams to translate business challenges into scalable technology solutions. This role requires exceptional stakeholder management, workshop facilitation, business analysis, and communication skills, with experience working on Salesforce, ITSM, Service Management, or Digital Transformation platforms.

As a trusted advisor, you will engage with senior business stakeholders, facilitate discovery sessions, document requirements, support solution design, validate delivered functionality, and demonstrate business value throughout the project lifecycle.

Key Responsibilities

Business Analysis & Client Engagement

Act as the primary liaison between business stakeholders, delivery teams, and technology teams.

Conduct discovery workshops, requirement gathering sessions, design thinking workshops, and stakeholder interviews.

Engage confidently with senior client stakeholders, business leaders, process owners, and executive sponsors.

Analyze current-state business processes and identify opportunities for automation, optimization, and digital transformation.

Serve as the "Eyes and Ears of the Customer" throughout the project lifecycle, ensuring business objectives remain aligned with delivery outcomes.

Facilitate discussions that help define business priorities, scope, success criteria, and roadmap initiatives.

Requirements Management

Elicit, analyze, document, prioritize, and manage business requirements.

Create detailed

Business Requirement Documents (BRDs)

Functional Requirement Documents (FRDs)

User Stories

Process Flows

Use Cases

Acceptance Criteria

Translate complex business requirements into clear and actionable development specifications.

Maintain backlog grooming, requirements traceability, and stakeholder alignment throughout project execution.

Partner with Product Owners and Project Managers to define implementation priorities and release plans.

Salesforce & ITSM Solution Delivery

Work closely with architects and development teams to design solutions leveraging Salesforce and Enterprise Service Management platforms.

Support the delivery of solutions spanning

ITSM Platforms

Agentforce and Conversational Experiences

Enterprise Integrations

Collaborate with technical teams to ensure requirements are accurately interpreted and implemented.

Participate in solution reviews and validate alignment to business requirements.

Testing, Validation & Demonstrations

Define and execute business validation strategies.

Develop test scenarios, test cases, and user acceptance criteria.

Coordinate and support UAT activities with business users and stakeholders.

Validate completed functionality against requirements and business expectations.

Conduct solution demonstrations, sprint reviews, and showcase sessions to business stakeholders and leadership teams.

Gather feedback, identify gaps, and drive continuous improvements.

Stakeholder Relationship Management

Build trusted relationships with customer stakeholders at multiple organizational levels.

Act as a trusted business advisor throughout the implementation lifecycle.

Anticipate stakeholder concerns and proactively manage expectations.

Facilitate decision-making and conflict resolution across business and technical teams.

Required Qualifications

Must Have

6 to 10 years of Business Analysis experience in enterprise technology programs.

Proven experience working with

Salesforce platforms (Service Cloud, Sales Cloud, Experience Cloud), and/or

ITSM / Enterprise Service Management platforms.

Strong experience conducting stakeholder workshops and requirement elicitation sessions.

Demonstrated ability to engage and communicate effectively with senior client stakeholders.

Expertise in creating

BRDs

Functional Specifications

User Stories

Process Maps

Acceptance Criteria

Business Workflows

Strong understanding of Agile, Scrum, and iterative delivery methodologie