Business Analyst (Salesforce)

1. Position Objective

Act as a bridge between the Business and Technical teams by analyzing business requirements, designing solutions, and implementing CRM systems on Salesforce (Sales Cloud, Service Cloud). Ensure that the system meets business objectives and integrates effectively with other enterprise systems.

1. Key ResponsibilitiesService Cloud Business Analysis

• Gather and analyze customer service processes, including Case Management, Omni-Channel, Entitlements & SLA, Knowledge Base, and Service Console.
• Design request and complaint handling workflows, including escalation mechanisms and routing through Assignment Rules and Queues.
• Propose improvements to customer experience through Email-to-Case, Web-to-Case, Chat/Messaging, and Experience Cloud (Portal).

Sales Cloud Business Analysis

• Analyze the end-to-end sales process: Lead → Opportunity → Quote → Order → Contract.
• Configure and optimize Sales Processes, Pipeline, Forecast, Products & Price Books, and Territory Management.
• Collaborate with business teams to define KPIs and develop Reports & Dashboards.

Integration Flow Analysis

• Identify integration requirements between Salesforce and other enterprise systems.
• Create data flow diagrams and sequence diagrams, and develop data mapping documentation, including field mapping and transformation rules.

Salesforce Administration

• Manage user access and security, including Profiles, Permission Sets, Role Hierarchy, and Sharing Rules.
• Manage Salesforce data using Data Loader and Import Wizard, provide user support, and monitor Salesforce releases.

Documentation & Requirement Management

• Prepare BRDs (Business Requirement Documents), FRDs/SRS, and User Stories with clear Acceptance Criteria.
• Document AS-IS/TO-BE business processes using BPMN or Flowcharts.
• Maintain the Requirement Traceability Matrix and manage requirement changes through Change Requests.
• Support UAT activities, including writing test cases/scenarios, conducting user training, and preparing User Guides.

1. RequirementsMust-have

• At least 3 years of experience as a Business Analyst, including at least 2 years working on Salesforce projects.
• Hands-on experience in the full implementation lifecycle of at least one Sales Cloud or Service Cloud project.
• Strong understanding of the standard Salesforce data model, including Account, Contact, Lead, Opportunity, Case, etc.
• Experience in system integration analysis, with a good understanding of APIs and JSON/XML data formats.
• Proficient in Salesforce Administration and configuration, particularly Salesforce Flow.
• Strong BRD writing skills with a clear and structured approach. Candidates should be able to provide samples of previously created documents with sensitive/confidential information removed during the interview.
• Good English reading comprehension; English communication skills are a plus.

Nice-to-have

• Salesforce certifications such as Salesforce Certified Administrator, Salesforce Certified Business Analyst, Sales Cloud Consultant, or Service Cloud Consultant.
• Experience working in Agile/Scrum environments and using Jira/Confluence.

Soft Skills

• Strong logical and analytical thinking, with the ability to ask the right questions to identify and clarify customers' actual needs.
• Strong communication and presentation skills.
• Proactive, able to work under pressure, and capable of managing time effectively.