Senior Salesforce Business Analyst (Support Function)

Role : Senior Salesforce Business Analyst (Support Function)Type : Full timeLocation : MelbourneJob Description – Senior Salesforce Business Analyst (Support Function)Experience: 8–10 yearsRole OverviewWe are looking for a seasoned Senior Salesforce Business Analyst to join our Melbourne team in a support-focused capacity. This role will act as a bridge between the Development team and Operations team, ensuring smooth alignment of Salesforce solutions with business operations. The ideal candidate will not only gather and translate requirements but also help the Operations team understand how Salesforce processes are designed, configured, and optimized for business continuity.Key ResponsibilitiesServe as the primary interface between the Development and Operations teams for Salesforce applications (Industry CPQ, Sales Cloud, Service Cloud, Field Service).Translate technical design and configuration into clear business process documentation for the Operations team.Lead requirement elicitation for any enhancements and support needs.Work closely with developers to ensure bug fixes are aligned with business requirements and operational feasibility and don’t break the existing process. Provide training, knowledge transfer, and process walkthroughs to the Operations team to ensure smooth adoption and support readiness.Document and maintain support procedures relevant to maintain the Org. Assist the Operations team in troubleshooting & helping them with bug fixes by clarifying process logic and bridging functional understanding.Continuously identify gaps, optimization opportunities, and provide recommendations for operational efficiency.Ensure Salesforce support activities adhere to governance, security, and compliance standards.Required Skills & Experience8–10 years of experience with at least 6+ years as a Salesforce Business Analyst in support or operations-heavy roles.Strong functional knowledge of Industry CPQ, Sales Cloud, Service Cloud, Hands-on experience documenting requirements, workflows, user stories, and acceptance criteria for support and enhancements.Demonstrated ability to translate technical configurations into operational processes for non-technical stakeholders.Strong stakeholder management skills to balance developer priorities with operational realities.Proficiency in Agile methodologies, particularly for iterative enhancements and support.Strong problem-solving skills with the ability to work under SLA-driven environments.Excellent communication and interpersonal skills for cross-team collaboration.Experience in Salesforce administration and configuration across sales, service, CPQ and Field Service cloudsExperience in resolving functional and configuration related L2 production tickets other than code fix.Experience to Incident, Problem, and Change Management processes (ITIL framework).Prior experience in Application SupportPreferred QualificationsSalesforce certifications such as Business Analyst, Administrator, CPQ Specialist, Service Cloud Consultant, or Field Service Consultant.Prior experience in Managed Services / Salesforce COE models.Exposure to Incident, Problem, and Change Management processes (ITIL framework).