Sr Business Analyst

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