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As a Salesforce Business Analyst, you will act as a key bridge between business leaders, IT leadership, Salesforce development teams, and support functions across multiple regions. The role is responsible for translating business direction and operational needs into well-structured requirements and scalable Salesforce solutions, using standard Business Analysis frameworks and best practices.

You are expected to apply mature Business Analysis methodologies, manage the full requirement lifecycle, and actively guide stakeholders toward effective and sustainable solutions. Strong communication skills, the ability to influence and collaborate effectively across international, cross-functional teams, and confidence in managing complex stakeholder environments are essential for success in this role.

Key Responsibilities:

• Engage with Business Leaders to understand business direction, strategic objectives, and functional requirements
• Apply standard Business Analysis frameworks and best practices to analyze, structure, and manage business requirements
• Translate business needs into clear and structured artifacts, including Business Requirement Documents (BRD), Functional Specifications, user stories, acceptance criteria, and process flows
• Collaborate closely with the Head of IT and Salesforce Development Lead to design Salesforce solutions, assess impacts and dependencies, estimate effort, and define delivery approaches
• Present and propose solution options, scope, assumptions, and delivery plans to Business Leaders for review and approval
• Support prioritization, backlog refinement, and sprint planning in alignment with Business and IT strategy, delivery capacity, and business priorities
• Proactively identify and raise risks, gaps, or delivery concerns, and work with stakeholders to define mitigation or alternative solutions
• Act as a primary contact point between users, operation leaders, and the Salesforce Development team
• Gather user feedback and operational insights to drive continuous improvement of Salesforce solutions and business processes
• Prepare and deliver user training sessions for new features, enhancements, and process changes
• Provide Tier 2 support for Salesforce-related issues when Tier 1 IT Support is unable to resolve incidents
• Collaborate with Salesforce Developers and IT Support teams to analyze and troubleshoot issues and ensure timely resolution
• Provide ongoing knowledge transfer and training to IT Support teams to improve Salesforce process understanding and support effectiveness
• Support test planning, User Acceptance Testing (UAT), issue triage, and post-deployment stabilization
• Ensure Salesforce solutions align with internal governance, data quality standards, security policies, and long-term sustainability
• Maintain clear, consistent, and up-to-date documentation to support delivery, operations, and future enhancements
• Maintain and continuously evolve the Salesforce Capability Portfolio to provide a clear, business-oriented view of Salesforce solution capabilities, supported processes, and functional ownership, and prepare structured reports or presentations to regularly update senior leadership on current capabilities, gaps, and planned enhancements.

• Bachelor’s degree in computer science, Information Technology, Business Information Systems, or a related discipline
• 5+ years of experience in Business Analysis, preferably within Salesforce or enterprise CRM environments
• Strong familiarity with standard Business Analysis frameworks and best practices, such as BABOK® Guide (IIBA) or equivalent enterprise BA frameworks
• Proven experience applying structured Business Analysis approaches across the full requirement lifecycle, including:
  • Requirement elicitation and stakeholder analysis
  • Process modeling, gap analysis, and impact analysis
  • Requirement validation, traceability, and change management
• Hands-on experience using standard BA artifacts and templates, such as:
  • Business Requirement Documents (BRD)
  • Functional Specification Documents (FSD)
  • User Stories and Acceptance Criteria
  • Process flows and solution impact analysis
• Experience applying Business Analysis practices in Agile, hybrid, or iterative delivery environments, including backlog refinement, sprint planning support, and UAT coordination
• Strong understanding of Salesforce capabilities and best practices, with the ability to guide solution design rather than simply document requirements
• Excellent communication and facilitation skills, with the ability to lead discussions, workshops, and documentation in an international, multi-regional environment
• Demonstrated ability to influence, align, and manage stakeholders across different roles, teams, and seniority levels
• Strong people management and interpersonal skills, with the ability to manage expectations, resolve conflicts, and drive collaboration without direct authority
• Proficient in requirement and collaboration tools such as Jira, Confluence, and Microsoft Office Suite
• Salesforce certifications (e.g., Salesforce Business Analyst, Administrator, or Platform App Builder) or IIBA certifications (CBAP®, CCBA®) are a plus

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