Salesforce Business Analyst

Role purpose

Key responsibilities

• Identify stakeholders, decision owners, and users; plan discovery activities that capture management objectives and day-to-day operational needs.
• Run interviews and workshops to document current processes, pain points, controls, exceptions, and improvement opportunities.
• Define future-state processes with business owners and consultants, documenting changes in systems, responsibilities, and ways of working.
• Write user stories, acceptance criteria, and business rules; identify nonfunctional needs and route technical questions to specialists.
• Maintain traceability between objectives, requirements, solution decisions, test scenarios, and acceptance evidence.
• Support backlog prioritization using business value, risk, dependencies, and effort estimates from delivery teams.
• Analyze data definitions, quality issues, and reporting requirements; validate that proposed measures reflect intended outcomes.
• Assess requirement changes, clarify scope impacts, and present options for stakeholder decisions without silently expanding commitments.
• Plan and coordinate UAT, prepare representative scenarios, support users, triage defects, and obtain documented acceptance.
• Support communications, training, and adoption planning; assess post-release feedback and recommend improvements.

Required skills and experience

• Demonstrable experience taking requirements from discovery through delivery and acceptance on Salesforce or related CRM projects.
• Strong process modeling, user-story writing, acceptance-criteria definition, and requirements traceability skills.
• Working knowledge of Salesforce objects, relationships, permissions, Flow, and reporting to discuss feasible business solutions.
• Ability to analyze datasets, identify inconsistent definitions, and communicate data-quality impacts.
• Experience with Agile delivery and work-management tools, including backlog refinement, change analysis, and UAT coordination.
• Strong facilitation, written communication, and stakeholder negotiation skills, including managing ambiguity and conflicting priorities.

Preferred qualifications

• Salesforce Business Analyst credentials or recognized business analysis qualifications are preferred.
• Experience with Jira, Azure DevOps, Confluence, and process-modeling applications is preferred.
• Experience analyzing AI-assisted workflows, customer data use cases, or industry-specific sales and service operations is preferred.

Deliverables and success measures