Salesforce Business Analyst

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Experience: 8+ yrs

Location: India

Job Type: Full-time

We are looking for an experienced Salesforce Business Analyst to bridge business requirements and technology solutions across enterprise CRM initiatives. The role requires strong expertise in Salesforce, Sales Cloud, Service Cloud, business analysis, CRM processes, and Salesforce requirements gathering.

The ideal candidate will work closely with business stakeholders, Salesforce teams, product owners, and technical teams to understand business needs, translate them into clear functional requirements, and support the delivery of scalable Salesforce solutions.

Key Responsibilities

• Lead Salesforce requirements gathering through stakeholder interviews, workshops, discovery sessions, and business process analysis.
• Understand business objectives and translate them into clear functional and technical requirements.
• Analyse existing CRM processes and identify opportunities for automation, optimisation, and process improvement.
• Work extensively with Salesforce Sales Cloud and Service Cloud capabilities.
• Create detailed business requirements documents, functional specifications, user stories, acceptance criteria, and process flows.
• Collaborate with Salesforce architects, developers, administrators, QA teams, and project managers to ensure requirements are accurately implemented.
• Map current-state and future-state business processes and identify functional gaps.
• Translate business requirements into scalable Salesforce solutions while considering platform capabilities and best practices.
• Facilitate requirement prioritisation and manage dependencies across multiple Salesforce initiatives.
• Support solution design discussions and provide business context to technical teams.
• Participate in configuration reviews and validate Salesforce solutions against approved requirements.
• Develop and execute UAT scenarios, test cases, and acceptance criteria in collaboration with business users and QA teams.
• Coordinate user acceptance testing, defect validation, and requirement traceability.
• Support Salesforce releases, enhancements, integrations, and continuous improvement initiatives.
• Identify opportunities to improve CRM adoption, user experience, data quality, reporting, and operational efficiency.
• Prepare process documentation, user guides, training materials, and other functional documentation as required.
• Work with stakeholders to resolve requirement conflicts, clarify business priorities, and drive consensus.
• Monitor delivered solutions against business objectives and recommend improvements based on user feedback and operational insights.

What Makes You a Great Fit

• 8+ years of experience in business analysis, CRM consulting, Salesforce consulting, or a closely related role.
• Strong hands-on experience with Salesforce and enterprise CRM environments.
• Proven expertise in Sales Cloud and Service Cloud business processes and capabilities.
• Strong experience in Salesforce requirements gathering, stakeholder interviews, workshops, and process discovery.
• Excellent understanding of business analysis methodologies, process mapping, gap analysis, and requirement documentation.
• Experience creating BRDs, FRDs, user stories, acceptance criteria, process flows, and functional specifications.
• Strong understanding of CRM processes across sales, customer service, lead management, opportunity management, case management, and customer lifecycle workflows.
• Ability to translate complex business requirements into practical Salesforce solutions.
• Experience working with Salesforce administrators, developers, architects, QA teams, and business stakeholders.
• Strong understanding of UAT, test planning, defect management, and solution validation.
• Excellent stakeholder management, communication, facilitation, and presentation skills.
• Strong analytical and problem-solving abilities with a structured approach to complex business challenges.
• Ability to manage multiple requirements, priorities, stakeholders, and Salesforce initiatives simultaneously.
• Strong understanding of Salesforce best practices, CRM data quality, automation, reporting, and user adoption.
• Salesforce certifications such as Salesforce Business Analyst, Administrator, Sales Cloud Consultant, or Service Cloud Consultant would be an advantage.
• A proactive mindset with strong ownership, attention to detail, and a focus on delivering measurable business outcomes.