Ananya Ghosh
Salesforce Business Analyst | Service Cloud Consultant at Cognizant
- Role
- Salesforce Consultant at Cognizant
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Ananya Ghosh
Vibrant and self-motivated Salesforce Business Analyst and Functional Consultant with 8+ years of overall IT experience, including 5+ years in the Salesforce ecosystem, delivering business-aligned CRM solutions across Service Cloud and Experience Cloud. Experienced in partnering with business stakeholders to understand challenges, define requirements, and design scalable Salesforce solutions that improve customer experience and operational efficiency.In my role as a Salesforce Consultant and Technical Lead, I have led end-to-end functional delivery — from discovery workshops, requirement elicitation, and gap analysis to functional design, UAT coordination, and go-live support. I specialize in translating business needs into clear functional specifications, user stories, and acceptance criteria, ensuring seamless collaboration between business and technical teams.I have contributed to the design of case management, omni-channel engagement, service chat, and chatbot-driven automation (Einstein Bot, ADA Bot) to streamline service operations, reduce manual effort, and enhance personalized customer engagement across large-scale, multi-location implementations.Backed by a strong Salesforce Admin and Development foundation, I bring a feasibility-driven approach to business analysis — enabling realistic solution design, accurate effort estimation, and optimized delivery. I have supported release planning, CI/CD governance using Azure DevOps, and Agile delivery across global teams, ensuring high-quality outcomes within defined timelines.I am passionate about bridging business and technology, driving user adoption, and delivering Salesforce solutions that create measurable business value.Business Analysis & ConsultingRequirement Elicitation & Stakeholder ManagementBusiness Process Mapping (AS-IS / TO-BE)User Stories, Acceptance Criteria & Functional SpecificationsGap Analysis & Solution DesignUAT Planning, Execution & Sign-offSalesforce Functional ExpertiseSalesforce Service Cloud | Sales Cloud | Experience CloudCase Management | Omni-Channel | Service ChatChatbot Automation (Einstein Bot, ADA Bot)Delivery & CollaborationAgile Scrum | Sprint Planning | Backlog GroomingClient Workshops, Demos & TrainingGo-Live Readiness & Production SupportTechnical Foundation (Supporting Skill Set)Apex | LWC | Salesforce Automation & ConfigurationCI/CD & Release Governance – Azure DevOps
Experience
Salesforce Consultant
Dec 2016 — Present · Noida, IN
Acted as a trusted business advisor to client stakeholders, leading requirement elicitation, analysis, and prioritization to deliver Salesforce solutions aligned with business objectives and Salesforce best practices.Conducted discovery workshops and stakeholder interviews to capture business processes, pain points, and success criteria, translating them into functional requirements, user stories, and acceptance criteria.Led end-to-end functional delivery across Service Cloud, Experience Cloud, ensuring traceability from requirements through design, UAT, and production deployment.Collaborated closely with business, product owners, and development teams to bridge business and technical communication, ensuring shared understanding and timely delivery.Designed customer service and digital engagement solutions including case management, omni-channel routing, service chat, and chatbot automation (Einstein Bot, ADA Bot), improving response times and self-service adoption.Planned and coordinated UAT activities, including test scenario reviews, test data validation, defect triage, and business sign-off.Supported release planning and backlog grooming, balancing business priorities, dependencies, and delivery timelines in Agile environments.Provided ongoing production support and solution optimization, performing impact analysis, incident triage, and RCA in collaboration with stakeholders.Leveraged strong Salesforce Admin and Development knowledge to validate feasibility, identify dependencies, estimate effort, and reduce rework during delivery.Guided cross-functional teams across onshore and offshore locations, contributing to sprint planning, knowledge sharing, and continuous improvement initiatives.
Education
International Institute of Information Technology Bangalore
PostGraduate Diploma, Data Science
2020 — 2021
Saroj Mohan Institute of Technology - India
Bachelor of Technology - BTech, Electronics and Communications Engineering
2012 — 2016
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.