LEAD BUSINESS ANALYST

Must Have Technical/Functional Skills · 8+ years of experience as a Business Analyst, with at least 3–4 years in a Lead BA role · Strong hands-on experience with: · Salesforce Financial Services Cloud (FSC) · Salesforce Service Cloud and agent workflows · Agentforce (AI-assisted service / agent use cases) · Deep understanding of financial services / lending / mortgage business processes · Proven experience working in Agile / Scrum environments · Strong documentation skills (BRDs, user stories, process maps, use cases) · Excellent stakeholder management and communication skills Nice to Have: · Experience with AI-enabled service models, chatbots, or intelligent case routing · Exposure to Salesforce Omni-Channel, Chat/Messaging, or Contact Center integrations · Experience supporting member-facing or customer-facing platforms · Salesforce certifications (FSC Accredited Professional, BA / Admin / Service Cloud preferred) Roles & Responsibilities · Lead end-to-end business analysis activities for Salesforce-based initiatives, including discovery, requirements elicitation, and solution alignment · Act as the primary BA lead for Financial Services Cloud (FSC) implementations across Lending / Mortgage / Member Services · Define and document business requirements, user stories, process flows, and acceptance criteria aligned to Agentforce-enabled service models · Collaborate with product owners, architects, and development teams to translate business needs into scalable Salesforce solutions · Drive adoption and optimization of Agentforce capabilities for AI-assisted agent workflows, case handling, member interactions, and productivity improvements · Work closely with UX, Salesforce developers, and integration teams to ensure seamless end-to-end experiences · Support release planning, sprint execution, UAT coordination, and stakeholder sign-offs · Identify gaps, risks, and improvement opportunities and proactively recommend automation and AI-driven enhancements · Act as a trusted advisor to business stakeholders and provide thought leadership on Salesforce and AI-enabled service transformation TCS Employee Benefits Summary: Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. Salary Range: $120,000 - $150,000 a year