Senior Business System Analyst -(Service/Sales)

Job Title:

Job Summary:

We are seeking an experienced Sales and/or service Functional Consultants to join our team. The role involves working with business stakeholders to gather requirements, design solutions, and ensure successful delivery of Sales and/or service implementations in CRM and ERP. The consultant will act as a bridge between business users and technical teams, ensuring that Salesforce and ERP solutions align with business goals and processes. Support our Sales and Service functions by transforming data into actionable insights. The role will also focus on analyzing CRM and operational data, designing dashboards, and generating reports that drive business growth, improve customer service, and optimize sales performance

Key Responsibilities:

• Collaborate with business stakeholders to gather, analyze, and document CRM requirements (Sales/Service processes, customer engagement, case management, etc.).
• Translate business needs into functional specifications and user stories.
• Configure Salesforce Sales Cloud and Service Cloud features (accounts, contacts, leads, opportunities, cases, knowledge base, service console, omni-channel, etc.).
• Support solution design, including process flows, data models, and system integration needs.
• Work closely with technical teams (developers, architects, QA) to validate solutions.
• Conduct system testing, UAT support, and end-user training.
• Create functional documentation, training guides, and standard operating procedures.
• Advise business teams on Salesforce best practices and industry standards.
• Provide ongoing functional support and enhancements post-implementation.
• Partner with sales and service leadership to identify business opportunities and process improvements.
• Collect, clean, and analyze data from CRM (Salesforce/other systems), service operations, and sales pipelines
• Partner with sales and service leadership to identify business opportunities and process improvements.

Required Skills & Qualifications:

• Bachelors degree in Business, Information Systems, or related field.
• 48 years of experience as a Functional Consultant/Business Analyst in CRM (preferably Salesforce).
• Strong knowledge of Salesforce Sales Cloud and Service Cloud functionality.
• Experience in requirement gathering, functional design, and solution validation.
• Ability to create process flows, use cases, and documentation.
• Familiarity with Salesforce integrations, data migration, and reporting.
• Excellent communication and stakeholder management skills.
• Salesforce Administrator / Service Cloud / Sales Cloud Consultant certification (preferred).