Role Description
Salesforce Functional Business Analyst (CRM) Hiring Location
Kochi | Trivandrum | Gurgaon | Noida | Bengaluru | Chennai | Pune
Experience Range
5 to 10 Years
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Minimum 5+ years of experience as a Business Analyst
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Strong hands-on experience in Salesforce CRM environments
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Experience working across Salesforce Sales Cloud, Service Cloud, and CRM transformation initiatives
Must-Have Skills Salesforce CRM Functional Expertise
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Salesforce Sales Cloud
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Salesforce Service Cloud
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Salesforce CRM Functional Analysis
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Salesforce Data Model Understanding
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Salesforce Configuration Knowledge
Business Analysis
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Requirements Gathering & Elicitation
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Requirement Analysis & Documentation
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Business Process Mapping
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Gap Analysis
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Impact Analysis
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Stakeholder Workshops
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User Story Writing
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Acceptance Criteria Definition
Documentation
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BRD (Business Requirements Document)
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FRD (Functional Requirements Document)
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User Stories
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Process Flows
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Functional Specifications
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Requirement Traceability
CRM Process Design
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Lead-to-Opportunity Process
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Opportunity Management
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Case Management
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Customer Lifecycle Processes
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Sales & Service Workflows
Salesforce Configuration Knowledge
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Custom Objects
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Fields & Relationships
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Workflows
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Validation Rules
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Reports & Dashboards
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Basic Security Concepts
Testing & Quality Assurance
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SIT Support
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UAT Planning & Execution
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Test Scenario Creation
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Defect Tracking & Resolution
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Functional Validation
Data & Integration
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Data Mapping
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Data Migration Support
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Salesforce Integration Understanding
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Data Validation & Reconciliation
Agile Delivery
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Agile Methodology
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Scrum Framework
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Sprint Planning
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Backlog Grooming
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Sprint Reviews
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Jira / Agile Tools
Stakeholder Management
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Business Stakeholder Engagement
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Cross-functional Coordination
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Functional Workshops
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Requirements Walkthroughs
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Communication & Presentation Skills
Good-to-Have Skills Salesforce Certifications
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Salesforce Administrator Certification
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Salesforce Business Analyst Certification
Salesforce Products
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Marketing Cloud
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Salesforce AI / Einstein AI
Domain Experience
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Life Sciences
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Pharmaceutical Industry
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Healthcare Domain
Compliance & Regulatory Knowledge
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GDPR
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HIPAA
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Data Privacy & Compliance Requirements
Integrations
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Salesforce Integrations
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APIs & Middleware Exposure
Training & Change Management
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End-User Training
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User Adoption Programs
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CRM Change Management
Key Responsibilities
Business Analysis & Requirement Management
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Gather, analyze, and document business requirements through stakeholder discussions, workshops, and interviews.
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Create BRDs, FRDs, user stories, process flows, and acceptance criteria.
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Translate business requirements into functional Salesforce solutions.
CRM Process Design
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Design and document end-to-end CRM business processes.
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Support Lead-to-Opportunity, Opportunity Management, and Case Management process implementations.
Salesforce Functional Support
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Collaborate with Salesforce Administrators, Developers, and Architects.
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Provide functional guidance on Salesforce capabilities and configurations.
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Support solution design and configuration decisions.
Testing & Deployment Support
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Define test scenarios and support SIT/UAT activities.
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Validate delivered functionality against business requirements.
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Coordinate defect resolution with technical teams.
Data & Integration Support
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Participate in data mapping and migration activities.
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Support integration-related requirement definition and validation.
User Adoption & Training
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Conduct end-user training sessions.
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Drive CRM adoption initiatives.
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Support change management activities.
Stakeholder Engagement
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Serve as the liaison between business users and technical teams.
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Ensure solutions align with business objectives and operational needs.
Skills
CRM, Agile, Stakeholder Management, Salesforce
