Key Accountabilities:

• Requirements Gathering & Analysis – Conduct workshops and interviews with stakeholders to elicit and document detailed business requirements. Create user stories, acceptance criteria, and use cases to clearly communicate requirements to technical teams. Create Visio flows to document new/existing business processes/functionality.

• Solution Design – Collaborate with team to develop comprehensive solution designs that leverage Salesforce capabilities to meet business objectives. Evaluate and recommend appropriate Salesforce features and third-party applications to enhance business processes.

• Salesforce Configuration - Administer a range of declarative solutions in support of sprint work and resolving production if needed.

• Process Improvement – Analyze current business processes and identify opportunities for optimization using Salesforce capabilities. Propose and design process improvements to increase efficiency and user adoption.

• Salesforce Configuration – Administer a range of declarative solutions in support of sprint work and resolve production issues when needed. Implement and maintain Salesforce configurations to support business requirements.

• User Acceptance Testing (UAT) Support – Develop UAT plans and test scenarios. Provide required support (test data creation, training, & demos) to business stakeholders in completing User Acceptance Testing. Analyze UAT results and work with development teams to address any issues.

• Collaboration and Stakeholder Management – Work closely with project managers, developers, and quality assurance teams to ensure alignment between business needs and technical solutions. Facilitate communication between IT and business units. Manage stakeholder expectations and provide regular updates on project progress.

• Change Management – Develop and execute change management strategies to ensure smooth adoption of new Salesforce features and processes. Create training materials and conduct user training sessions as needed.

• Continuous Improvement – Stay updated on the latest Salesforce releases and features, assessing their potential impact and benefits for the organization. Proactively suggest improvements to business processes and Salesforce utilization. Mentor junior team members in Salesforce business analysis practices and methodologies.
  

Skills:

Business Analysis:

• Strong experience in requirements gathering, documentation, and management.

• Proficiency in creating user stories, use cases, and process flows.

• Ability to translate complex business needs into clear, actionable Salesforce solutions.

• Experience in conducting stakeholder interviews and facilitating requirements workshops.
  

Stakeholder Management:

• Excellent communication and presentation skills.

• Ability to manage expectations and build relationships with stakeholders at all levels.

• Experience in facilitating decision-making processes among diverse stakeholder groups.
  

Customer Service:

• Proven track record of providing exceptional customer service to stakeholders at all levels (including C-suite) and managing production issues in a tracking system with meticulous attention to detail.

• Skilled at demonstrating new and existing features to facilitate issue resolution and support training efforts (e.g., user acceptance testing or launching new features).
  

Salesforce:

• In-depth knowledge of Salesforce architecture, data model, and business processes.

• Ability to design and implement solutions using Salesforce declarative tools (e.g., Flow, Process Builder, Validation Rules, Approval Processes).

• Understanding of Salesforce security model and best practices.

• Experience with Salesforce Sales Cloud, Service Cloud, and other relevant Salesforce products.
  

Other:

• Proficiency in Microsoft Office suite, especially Excel and Visio.

• Practical experience with Agile methodologies and related tools (e.g., Jira).

• Excellent interpersonal, verbal and written communication skills.

• Maintains a flexible attitude with respect to work assignments and new learning.

• Works independently in a fast-paced environment, prioritizes effectively and adapts readily to changing priorities, manages multiple and varied tasks    with enthusiasm.

• Proactive mindset - demonstrates a bias for action and continuous improvement.

• Should be able to work in shifts (12 to 9 PM OR 2:30 to 11:30 PM IST) and provide support on weekend releases.
  

Knowledge and Experience:

• 5+ years of hands-on Salesforce experience with a strong focus on business analysis and solution design.

• Ability to manage expectations and build relationships with stakeholders at all levels.

• Strong communication skills and ability to work effectively in a team environment.

• Strong understanding of Salesforce architecture, data model, and business processes.

• Strong understanding of the full sales cycle from lead generation and request for proposal to the contract lifecycle.

• Experience in healthcare, clinical development, or related field preferred.

• Demonstrated experience in successfully delivering Salesforce projects from conception to implementation.

• Familiarity with API testing tools and techniques.

• Understanding of Agile methodologies and experience working in Agile environments.

• Excellent analytical and problem-solving skills.
  

Education & Salesforce Certification:

• Salesforce Administrator Certification (required).

• Salesforce Certified Advanced Administrator, Salesforce Sales Cloud Consultant, Salesforce Certified Business Analyst (preferred).

• Bachelor’s degree (required).