Posted 14 July, 2026
Manager - Salesforce Admin
ExlService Holdings, Inc.
Noida, Uttar Pradesh, India
Full Time
Reference: 218_689623_17124
We are seeking a Business Analyst to join our Salesforce Team with responsibility for analyzing business processes, gathering requirements, creating reports and dashboards, and working closely with the relevant technical teams. This role requires a strong understanding of Salesforce capabilities and the ability to transform business requirements into effective solutions and directly support the front-end teams.
Business Analysis & Requirements
- Business Requirements Gathering
- Requirement Elicitation Workshops
- Process Mapping (As-Is / To-Be)
- User Story Creation & Acceptance Criteria Definition
- BRD, FRD, and Functional Specification Documentation
- Gap Analysis & Impact Assessment
- Backlog Management & Prioritization
- Requirement Traceability
Salesforce Functional Expertise
- Strong understanding of Salesforce Sales Cloud
- Opportunity, Account, Contact, Lead & Pipeline Management
- Salesforce Security Model (Roles, Profiles, Permission Sets)
- Approval Processes & Business Automation
- Salesforce Reports & Dashboards
- CRM Analytics (CRMA) / Revenue Intelligence
- Salesforce Best Practices & Standard Functionality Adoption
- Data Quality & Data Governance
Solution Design & Delivery
- Functional Solution Design
- Wireframing and Process Flow Creation
- Translating Business Requirements into Salesforce Solutions
- Collaboration with Admins, Developers & Integration Teams
- Integration Requirement Analysis
- Change Request Evaluation & Effort Estimation
- Release Readiness Support
Testing & Quality Assurance
- UAT Planning & Coordination
- Test Scenario & Test Case Creation
- Defect Management & Validation Testing
- Business Sign-off Management
- Post-Deployment Validation
Data & Reporting
- Dashboard & KPI Definition
- Salesforce Reporting
- Data Migration & Data Validation
- Master Data Management
- Data Analysis and Trend Identification
- Pipeline Analytics & Sales Performance Reporting
Stakeholder & Project Management
- Stakeholder Management
- Executive Communication
- Cross-functional Collaboration
- Workshop Facilitation
- Agile / Scrum Methodology
- JIRA & Sprint Planning
- Risk, Dependency & Issue Tracking
Change Management & Enablement
- User Training & Adoption Programs
- SOP & User Guide Creation
- Change Impact Assessments
- Enablement Planning
- User Feedback Collection & Continuous Improvement
- Adoption Monitoring & KPI Tracking
Analytical & Soft Skills
- Strong Analytical Thinking
- Problem Solving
- Critical Thinking
- Excellent Written & Verbal Communication
- Presentation & Facilitation Skills
- Attention to Detail
- Customer-Centric Mindset
- Ability to work with Global Stakeholders
Preferred Certifications
- Salesforce Certified Business Analyst
- Salesforce Administrator Certification
- Salesforce Sales Cloud Consultant
- Agile/Scrum Certification (CSM/PSM)
- CRM Analytics Certification (preferred)
- Requirement Gathering: Work with stakeholders to understand their needs and gather detailed business requirements.
- Documentation: Document business processes, requirements, and solutions accurately and concisely. Create Training documents to support changes and update SOPs as necessary.
- Solution Design: Communicate business requirements, ensuring consistency with best practices while completing Solution Design.
- Testing and Validation: Conduct testing and validation of Salesforce solutions to ensure they meet business requirements and function as anticipated.
- Deployment: Support the deployment of solutions and assist in the resolution of any issues.
- Training and Support: Provide training and assistance to end-users to ensure successful adoption of Salesforce solutions. Support onboarding of new Salesforce users in the Global Sales Organization.
- Problem Solving: work with users to troubleshoot and resolve issues.
- Continuous Improvement: Identify opportunities for process improvements and recommend Salesforce enhancements to increase efficiency.
- Monitor and Measure: Identify and track key performance indicators (KPIs) and success metrics.
- Data Understanding: Understanding the Salesforce data, highlight the challenges, data cleansing, data transformation, data preprocessing.
- Collaboration: Work closely with cross-functional teams such as BU's, data engineers, data scientists, technology team, and business analysts to ensure alignment of solutions with the wider strategy.
- Data Security: Understand the security aspects of Salesforce (OWD, Profiles and Roles) and implement them as per the EXL's SOP/SOA.
