Associate III - Business Analysis (Salesforce)

UST

Bengaluru, Karnataka, India

Role Description

Salesforce Functional Business Analyst (CRM) Hiring Location

Experience Range

5 to 10 Years

Minimum 5+ years of experience as a Business Analyst
Strong hands-on experience in Salesforce CRM environments
Experience working across Salesforce Sales Cloud, Service Cloud, and CRM transformation initiatives

Must-Have Skills Salesforce CRM Functional Expertise

Salesforce Sales Cloud
Salesforce Service Cloud
Salesforce CRM Functional Analysis
Salesforce Data Model Understanding
Salesforce Configuration Knowledge

Business Analysis

Requirements Gathering & Elicitation
Requirement Analysis & Documentation
Business Process Mapping
Gap Analysis
Impact Analysis
Stakeholder Workshops
User Story Writing
Acceptance Criteria Definition

Documentation

BRD (Business Requirements Document)
FRD (Functional Requirements Document)
User Stories
Process Flows
Functional Specifications
Requirement Traceability

CRM Process Design

Lead-to-Opportunity Process
Opportunity Management
Case Management
Customer Lifecycle Processes
Sales & Service Workflows

Salesforce Configuration Knowledge

Custom Objects
Fields & Relationships
Workflows
Validation Rules
Reports & Dashboards
Basic Security Concepts

Testing & Quality Assurance

SIT Support
UAT Planning & Execution
Test Scenario Creation
Defect Tracking & Resolution
Functional Validation

Data & Integration

Data Mapping
Data Migration Support
Salesforce Integration Understanding
Data Validation & Reconciliation

Agile Delivery

Agile Methodology
Scrum Framework
Sprint Planning
Backlog Grooming
Sprint Reviews
Jira / Agile Tools

Stakeholder Management

Business Stakeholder Engagement
Cross-functional Coordination
Functional Workshops
Requirements Walkthroughs
Communication & Presentation Skills

Good-to-Have Skills Salesforce Certifications

Salesforce Administrator Certification
Salesforce Business Analyst Certification

Salesforce Products

Marketing Cloud
Salesforce AI / Einstein AI

Domain Experience

Life Sciences
Pharmaceutical Industry
Healthcare Domain

Compliance & Regulatory Knowledge

GDPR
HIPAA
Data Privacy & Compliance Requirements

Integrations

Salesforce Integrations
APIs & Middleware Exposure

Training & Change Management

End-User Training
User Adoption Programs
CRM Change Management

Key Responsibilities

Business Analysis & Requirement Management

Gather, analyze, and document business requirements through stakeholder discussions, workshops, and interviews.
Create BRDs, FRDs, user stories, process flows, and acceptance criteria.
Translate business requirements into functional Salesforce solutions.

CRM Process Design

Design and document end-to-end CRM business processes.
Support Lead-to-Opportunity, Opportunity Management, and Case Management process implementations.

Salesforce Functional Support

Collaborate with Salesforce Administrators, Developers, and Architects.
Provide functional guidance on Salesforce capabilities and configurations.
Support solution design and configuration decisions.

Testing & Deployment Support

Define test scenarios and support SIT/UAT activities.
Validate delivered functionality against business requirements.
Coordinate defect resolution with technical teams.

Data & Integration Support

Participate in data mapping and migration activities.
Support integration-related requirement definition and validation.

User Adoption & Training

Conduct end-user training sessions.
Drive CRM adoption initiatives.
Support change management activities.

Stakeholder Engagement

Serve as the liaison between business users and technical teams.
Ensure solutions align with business objectives and operational needs.

Skills

CRM, Agile, Stakeholder Management, Salesforce

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