Senior Business Analyst (Salesforce)

Senior Business Analyst (Salesforce)

Position Summary

We are seeking an experienced Senior Business Analyst with strong Salesforce expertise to lead business process analysis, requirements gathering, and solution design across Salesforce initiatives. The ideal candidate will have hands-on Salesforce administration experience, a deep understanding of Lead-to-Cash processes, and experience working with Sales Cloud, Service Cloud, and cross-functional business teams to drive process improvements and technology adoption.

This role will partner closely with Sales, Customer Success, Marketing, Finance, Operations, and IT teams to identify business challenges, define scalable solutions, and ensure successful delivery of Salesforce-related projects.

Key Responsibilities

Business Analysis & Stakeholder Management
Lead discovery sessions, workshops, and stakeholder interviews to gather and document business requirements.
Translate business needs into functional requirements, user stories, process flows, and solution designs.
Facilitate alignment between business stakeholders and technical teams.
Analyze existing business processes and identify opportunities for automation, optimization, and scalability.
Drive requirements prioritization and manage scope throughout project lifecycles.
Develop business cases, impact assessments, and implementation roadmaps.

Salesforce Solution Delivery
Serve as the primary Business Analyst for Salesforce projects and enhancements.
Collaborate with Salesforce Administrators, Developers, Architects, and Product Owners to design scalable solutions.
Support solution design for Sales Cloud, Service Cloud, Lead Management, Opportunity Management, Quote-to-Cash / Lead-to-Cash processes, Case Management, and Customer

Lifecycle Management.
Create and maintain process maps, business requirements documents, acceptance criteria, and test plans.
Support UAT planning, execution, and issue resolution.

Process Improvement
Analyze end-to-end business processes and recommend improvements leveraging Salesforce capabilities.
Identify bottlenecks, inefficiencies, and opportunities for automation.
Implement best practices around data quality, user adoption, reporting, and governance.
Drive continuous improvement initiatives across Sales, Service, and Operations teams.

Salesforce Administration Support
Perform light Salesforce Administration activities as needed, including user management, profiles and permission sets, reports and dashboards, validation rules, page layouts and record types, and small data imports.
Partner with Salesforce Administrators and Developers on larger platform enhancements.

Reporting & Analytics
Gather reporting requirements and design dashboards that support business decision-making.
Analyze KPI performance and identify trends impacting revenue operations and customer success.
Support executive reporting and operational metrics.

Required Qualifications

Bachelor's degree in Business, Information Systems, Computer Science, or related field.
5+ years of Business Analyst experience.
3+ years working on Salesforce implementations and enhancement projects.
Hands-on Salesforce Administration experience.
Strong understanding of Salesforce Sales Cloud, Service Cloud, Lead-to-Cash processes, Opportunity Management, Forecasting and Pipeline Management, Case Management, and Customer Support Operations.
Experience documenting BRDs, Functional Specifications, User Stories, Process Maps, Use Cases, and Acceptance Criteria.
Experience working in Agile and Scrum environments.
Strong facilitation, communication, and stakeholder management skills.
Experience supporting UAT, training, and change management activities.

Experience with Jira, Confluence, Lucidchart, or Miro.

Preferred Qualifications

Salesforce Administrator Certification.
Salesforce Business Analyst Certification.
Experience with Revenue Operations (RevOps).
Experience with CPQ, Billing, or Quote-to-Cash processes.
Experience integrating Salesforce with ERP, marketing automation, or customer support platforms.
Knowledge of SaaS business models and subscription-based revenue processes.
Experience supporting enterprise-scale Salesforce environments.

Nice-to-Have

Experience in cybersecurity or SaaS companies.
Experience supporting global sales organizations.
Familiarity with AI-driven sales processes and Salesforce Einstein capabilities.
Exposure to ServiceNow, NetSuite, Marketo, HubSpot, Gong, Clari, or similar enterprise platforms.

Shift Timing: Candidates should be comfortable working 7:30 PM to 3:30 AM IST.