Business Analyst

Technical / Functional Skills & Roles & Responsibilities

Skills & Responsibilities

1.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.