Business Analyst

Technical / Functional Skills & Roles & Responsibilities

Skills & Responsibilities

1. Requirements Gathering and Analysis:

• Lead structured discovery workshops to capture and analyse functional and nonfunctional business requirements.
• Translate requirements across Sales Cloud, Service Cloud, Automotive Cloud, and Agentforce workstreams into detailed user stories, process flows, and acceptance criteria.
• Maintain a comprehensive requirements traceability matrix to ensure endtoend alignment throughout the delivery lifecycle.
• Identify requirement gaps, inconsistencies, or constraints, and resolve them in partnership with Solution Architects and Technical Leads.

2. Process Mapping and Optimisation:

• Document AsIs business processes and design ToBe processes aligned with Salesforce platform capabilities.
• Identify opportunities for automation and recommend Salesforcenative solutions such as Flows, Approval Processes, and Macros.
• Facilitate process improvement discussions to ensure Salesforce adoption delivers measurable operational value.

3. Salesforce Functional Expertise:

• Demonstrate strong functional understanding of Sales Cloud, Service Cloud, and Automotive Cloud objects, configuration capabilities, and standard features.
• Support configuration tasks including page layouts, validation rules, record types, assignment rules, and picklist updates.
• Collaborate closely with technical teams to accurately convey functional intent behind customisation needs.
• Maintain awareness of Agentforce and Salesforce AIpowered features to help align business expectations with platform capabilities.

4. User Acceptance Testing (UAT) Coordination:

• Lead UAT planning and execution, including test case creation, test script development, and business user coordination.
• Maintain structured defect logs and track retesting cycles through to closure.
• Obtain formal business signoff and ensure test outcomes support golive readiness.

5. Stakeholder Communication and Reporting:

• Serve as the central liaison between business stakeholders and the delivery team throughout all phases of the project.
• Prepare and deliver sprint demos, status reports, requirement clarifications, and validation updates.
• Maintain organised documentation across collaboration platforms such as SharePoint or Confluence.

6. Training and Change Management Support:

• Support the development of training content, user guides, and quickreference materials for end users.
• Assist in performing change impact assessments and execution of change management strategies.
• Facilitate enduser training and provide handson support during hypercare and early adoption phases.

7. Certifications:

• Required: Salesforce Administrator (ADM 201).
• Preferred: Salesforce Business Analyst Certification, Service Cloud Consultant, Sales Cloud Consultant.

Generic Managerial Skills

• Strong verbal and written communication skills, with the ability to engage effectively with senior stakeholders.
• Excellent analytical and problemsolving skills with high attention to detail.