Description

Key Responsibilities

• Gather, analyze, document, and validate business and functional requirements for Salesforce Service Cloud and Sales Cloud initiatives.
• Partner with business stakeholders to understand current-state processes, pain points, system limitations, and future-state requirements.
• Translate business requirements into user stories, functional specifications, process flows, acceptance criteria, and system requirements.
• Support Salesforce Service Cloud capabilities including case management, queues, routing, escalation rules, knowledge management, customer service workflows, and agent productivity.
• Support Salesforce Sales Cloud capabilities including leads, accounts, contacts, opportunities, activities, pipelines, forecasting, and sales process automation.
• Facilitate requirements workshops, discovery sessions, stakeholder interviews, and process-mapping sessions.
• Document current-state and future-state business processes and identify opportunities for automation and process improvement.
• Partner with Salesforce administrators, developers, and architects to ensure business requirements are translated into scalable Salesforce solutions.
• Support configuration and enhancement initiatives involving workflows, approval processes, validation rules, reports, dashboards, and automation.
• Coordinate with technical teams on Salesforce integrations with internal applications, third-party systems, APIs, data platforms, and other enterprise technologies.
• Assist with data mapping, data validation, data migration, and data quality initiatives.
• Develop and maintain business process documentation, requirements traceability, user stories, use cases, and functional design documentation.
• Support testing activities including test planning, test case development, system testing, UAT, defect tracking, and production validation.
• Partner with business users during UAT to validate functionality and confirm requirements have been successfully implemented.
• Identify risks, issues, dependencies, and gaps that may impact project delivery or business processes.
• Support release planning, deployment readiness, training, change management, and post-production support.
• Create reports and dashboards to support operational, customer service, and sales performance reporting.
• Serve as a liaison between business stakeholders and technical Salesforce teams throughout the SDLC.

Required Qualifications

• Experience as a Business Analyst supporting Salesforce implementations, enhancements, or transformation initiatives.
• Hands-on experience working with Salesforce Service Cloud and Sales Cloud.
• Strong understanding of CRM business processes across customer service and sales organizations.
• Experience gathering requirements and translating them into user stories, functional requirements, acceptance criteria, and process flows.
• Experience with Service Cloud functionality including case management, routing, queues, escalation processes, customer service workflows, and knowledge management.
• Experience with Sales Cloud functionality including leads, accounts, contacts, opportunities, pipeline management, and sales workflows.
• Strong understanding of Salesforce data objects, relationships, business rules, and user workflows.
• Experience supporting Salesforce integrations with APIs, third-party applications, or enterprise systems.
• Experience with data mapping, data validation, data migration, and data quality.
• Experience supporting SIT, UAT, defect resolution, deployment, and production validation.
• Strong understanding of Agile and SDLC methodologies.
• Experience working with product owners, Salesforce administrators, developers, architects, QA teams, and business stakeholders.
• Strong documentation, communication, analytical, and problem-solving skills.
• Ability to manage multiple requirements, stakeholders, priorities, and workstreams simultaneously.

Preferred Qualifications

• Salesforce Business Analyst certification.
• Salesforce Administrator certification.
• Experience with Salesforce Flow or other Salesforce automation capabilities.
• Experience with Omni-Channel, Experience Cloud, Knowledge, Service Console, or Digital Engagement.
• Experience with reporting, dashboards, and Salesforce analytics.
• Experience with Jira, Confluence, Azure DevOps, or similar requirements and project management tools.
• Experience supporting large Salesforce implementations, migrations, integrations, or modernization programs.
• Experience with Agile, Scrum, or SAFe delivery environments

Key Skills

Education

Bachelor's degree