Job Description
Job Title:  Senior Analyst
City:  Bengaluru
State/Province:  Karnataka
Posting Start Date:  2/19/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Role Purpose

The purpose of the role is to provide effective technical aspects for Salesforce.
 

͏

Do

We are looking for an experienced Salesforce practitioner to help design and build a case and ticket management solution on Salesforce. The objective is to digitize and automate existing email‑based and MS Teams‑based incident and query management workflows, moving them onto a structured Salesforce workflow.

This role will work closely with business stakeholders, internal Engineering teams, and transformation partners to deliver an end‑to‑end solution.

Key Objectives

  • Migrate incident and query management processes from:
    • Shared email inboxes
    • MS Teams‑based ticket tracking
      into Salesforce‑based workflows
  • Design and implement Salesforce Case Management and workflow automation
  • Enable structured intake, tracking, prioritization, and resolution of tickets
  • Ensure the solution is scalable, supportable, and aligned with enterprise standards

Key Responsibilities

  • Design Salesforce case and workflow models for incident and query management
  • Configure Salesforce objects, fields, queues, and assignment rules
  • Implement workflow automation using:
    • Flows
    • Validation rules
    • Notifications and SLAs
  • Enable email‑to‑case and related intake mechanisms
  • Integrate or align with MS Teams where required (e.g., notifications, updates)
  • Work with Engineering to ensure:
    • Data governance
    • Security and access controls
    • Production readiness
  • Support UAT and transition to production

Required Skills & Experience

  • Strong hands‑on experience with Salesforce Case Management
  • Proven experience designing and implementing workflow‑driven solutions in Salesforce
  • Experience with:
    • Salesforce Flows
    • Email‑to‑Case
    • Queues and assignment rules
  • Ability to translate business processes into Salesforce configurations
  • Experience working in regulated or enterprise environments preferred

Nice to Have

  • Experience integrating Salesforce with collaboration tools (e.g., MS Teams)
  • Exposure to incident, issue, or service management workflows
  • Experience working alongside low‑code governance or enterprise platform teams

Success Criteria

  • Email and Teams‑based ticketing processes successfully transitioned into Salesforce
  • Clear, auditable workflow for incidents and queries
  • Reduced manual handling and improved visibility of tickets
  • Solution aligned with internal governance and Engineering standards

͏

Deliver
 

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Mandatory Skills: Financial Planning & Analysis .

 

Experience: 3-5 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Information at a Glance

Get Job Alerts

Receive notifications when we have open roles and get other relevant career news


Register >
 

Join Us

Explore open roles that match your interests and skills


Search Jobs >
 

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.