Job Description

Sr Business Analyst1

Key Responsibilities

• Act as a primary liaison between business users and technical teams for Salesforce Sales Cloud and Service Cloud initiatives

• Lead requirement gathering sessions, stakeholder interviews, and discovery workshops

• Analyze and document business processes, system flows, and functional requirements

• Translate business requirements into:

  • User stories

  • Functional specifications

  • Process diagrams (as-is / to-be)

• Provide functional expertise across:

  • Leads, Accounts, Contacts, Opportunities

  • Case Management, Omni-Channel, Service Console

  • Entitlements, SLAs, Knowledge, Email-to-Case

• Support solution design leveraging Salesforce out-of-the-box capabilities

• Work closely with architects and developers to ensure functional accuracy and feasibility

• Participate in UAT planning, execution, and defect triage

• Assist with data migration, integrations, and reporting requirements

• Support release planning, change management, and production deployments

• Create and maintain documentation such as:

  • BRDs / FRDs

  • User stories

  • Solution design inputs

  • Training and user guides

Required Skills & Qualifications

Salesforce Expertise

• Strong hands-on experience with Salesforce Sales Cloud and Service Cloud

• Deep understanding of:

  • Sales lifecycle and CRM processes

  • Service workflows and customer support processes

• Experience with Salesforce configuration concepts:

  • Objects, fields, validation rules

  • Flows, page layouts, record types

  • Reports and dashboards

Business Analysis Skills

• Proven experience as a Business Systems Analyst in Salesforce implementations

• Strong analytical and problem-solving skills

• Ability to manage multiple stakeholders and priorities

• Experience working in Agile / Scrum environments

Communication & Collaboration

• Excellent verbal and written communication skills

• Ability to present solutions clearly to both business and technical audiences

• Strong documentation and storytelling skills

Nice to Have

• Experience with Salesforce integrations (REST/SOAP, MuleSoft, middleware)

• Exposure to Experience Cloud or Digital Engagement

• Salesforce certifications (Admin, Service Cloud Consultant, Sales Cloud Consultant)

• Experience in large-scale or multi-org Salesforce implementations