Salesforce Business Analyst

Role & 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.