Business Analyst

Salesforce Business Analyst (Sales Cloud | Service Cloud | Salesforce Platform)Employment Type - Full-TimeJob SummaryWe are seeking an experienced and results-driven Salesforce Business Analyst to act as the liaison between business stakeholders and Salesforce delivery teams. The ideal candidate will be responsible for understanding business objectives, eliciting requirements, analyzing business processes, and translating requirements into scalable Salesforce solutions across Sales Cloud, Service Cloud, and Salesforce Platform.The Salesforce Business Analyst will work closely with Product Owners, Business Users, Architects, Administrators, Developers, QA teams, and Project Managers to ensure successful delivery of Salesforce initiatives. The role requires strong analytical, communication, stakeholder management, and documentation skills along with a solid understanding of Salesforce capabilities.Key ResponsibilitiesBusiness Analysis & Stakeholder EngagementCollaborate with business stakeholders to understand strategic objectives, business challenges, and operational needs.Conduct discovery workshops, stakeholder interviews, requirement gathering sessions, and process reviews.Facilitate discussions between business teams and technical teams to ensure alignment on objectives and deliverables.Identify opportunities for process improvement, automation, and optimization using Salesforce capabilities.Manage stakeholder expectations and ensure business requirements are accurately translated into solution requirements.Requirements Gathering & DocumentationElicit, analyze, validate, and prioritize functional and non-functional requirements.Prepare and maintain:Business Requirement Documents (BRD)Functional Requirement Documents (FRD)User StoriesUse CasesProcess Flow DiagramsAcceptance CriteriaBusiness RulesRequirement Traceability Matrix (RTM)Ensure requirements are clear, complete, testable, and aligned with business objectives.Maintain product backlog and assist Product Owners with prioritization activities.Salesforce Functional AnalysisProvide functional expertise across:Sales CloudLead ManagementAccount & Contact ManagementOpportunity ManagementCampaign ManagementForecastingTerritory ManagementSales ProcessesService CloudCase ManagementKnowledge ManagementOmni-Channel RoutingEntitlements & SLA ManagementEscalation ProcessesService ConsoleSalesforce PlatformCustom Objects & FieldsPage LayoutsRecord TypesValidation RulesApproval ProcessesReports & DashboardsFlow AutomationSecurity ModelPermission Sets & SharingPreferredExperience CloudSalesforce IntegrationsData Migration ProjectsProcess Analysis & Solution DesignCreate and maintain As-Is and To-Be process flows.Conduct gap analysis between business requirements and Salesforce capabilities.Partner with Solution Architects to design scalable Salesforce solutions.Evaluate business requirements and recommend standard Salesforce functionality before considering customization.Support solution walkthroughs and design review sessions.Agile Delivery SupportParticipate in Agile ceremonies including:Sprint PlanningBacklog GroomingDaily StandupsSprint ReviewsRetrospectivesCreate detailed user stories and acceptance criteria.Support estimation and release planning activities.Collaborate with development teams throughout the delivery lifecycle.Testing & UATDevelop UAT scenarios and test cases.Support functional testing and business validation activities.Coordinate User Acceptance Testing with business stakeholders.Track and manage defects through resolution.Validate delivered functionality against business requirements and acceptance criteria.Reporting & TrainingGather reporting and dashboard requirements.Validate Salesforce reports and dashboards.Create training materials, user guides, and release documentation.Conduct user training sessions and support adoption initiatives.Required SkillsSalesforce KnowledgeStrong understanding of:Salesforce Sales CloudSalesforce Service CloudSalesforce PlatformAccounts, Contacts, Leads, OpportunitiesCase ManagementKnowledge ManagementOmni-ChannelEntitlements & SLAsSecurity & Sharing ModelReports & DashboardsApproval ProcessesFlow AutomationBusiness Analysis SkillsRequirements ElicitationStakeholder ManagementWorkshop FacilitationProcess Mapping (As-Is / To-Be)Gap AnalysisUser Story WritingAcceptance Criteria DefinitionRequirement TraceabilityBusiness Process ImprovementFunctional DocumentationRoot Cause AnalysisAgile SkillsAgile Scrum MethodologyBacklog ManagementSprint PlanningStory GroomingRelease PlanningToolsSalesforce LightningJiraConfluenceAzure DevOpsLucidchart / VisioMicrosoft Office SuiteRequired Experience5+ years of Business Analysis experience.3+ years of Salesforce Business Analyst experience.Experience working on Salesforce implementation or enhancement projects.Strong experience gathering and documenting business requirements.Experience creating user stories, acceptance criteria, and process flows.Experience supporting UAT and release activities.Experience working in Agile/Scrum environments.Preferred QualificationsSalesforce consulting or implementation partner experience.Experience working with enterprise Salesforce transformation programs.Experience with Salesforce integrations and data migration initiatives.Exposure to Experience Cloud.Experience working with global and cross-functional teams.Preferred CertificationsSalesforce Certified Business AnalystSalesforce Certified AdministratorSalesforce Platform App BuilderSalesforce Sales Cloud ConsultantSalesforce Service Cloud ConsultantCertified Scrum Master (CSM) or Agile CertificationSuccess MeasuresHigh-quality and complete requirements documentation.Positive stakeholder feedback and engagement.Well-defined user stories with minimal rework.Successful UAT sign-off.On-time delivery of Salesforce initiatives.Improved business process efficiency and user adoption.Ideal Candidate: A proactive Salesforce Business Analyst who can challenge existing processes, drive discovery sessions, create detailed functional documentation, and partner with business and technical teams to deliver business value through Salesforce solutions.