Lead Business Analyst (Service Cloud, Sales Cloud)

Description

We are seeking a Lead Business Analyst with strong expertise in Salesforce Service Cloud and Sales Cloud to drive requirements gathering, process design and solution validation across a global CRM transformation program spanning Marketing, Sales and Customer Support domains. Responsibilities Gather, document and validate business requirements from stakeholders across Marketing, Sales and Customer Support domains Map current-state and future-state processes across the Lead-to-Order lifecycle, from Prospect to Lead through Issue to Resolution Prepare user stories and acceptance criteria in Given/When/Then format, ensuring stories meet Definition of Ready before Sprint Backlog entry Assist with workshop preparation, facilitation and note-taking during regional scope reviews across EMEA, NA/SA and APAC/India/China Coach other Business Analysts to translate L1–L3 requirements into implementable user stories mapped to Salesforce clouds Facilitate solution validation activities, including sprint demos, UAT preparation and defect triage Maintain requirements documentation using client-provided tooling for backlog management and design documentation Collaborate with Global Process Owners, Business SMEs and Divisional/Regional Leads to capture regional variations while maximizing the Global Core Contribute to GDPR-related design decisions covering data visibility and opt-in flows Requirements 5+ years of experience as a Business Analyst on Salesforce or other enterprise CRM implementations Skills in writing user stories and acceptance criteria using Given/When/Then behavior-driven format Knowledge of at least one Salesforce cloud such as Sales, Service or Marketing Cloud Experience in Agile delivery with 2-week sprints, including Definition of Ready and Definition of Done gate discipline Competency in process mapping and current-state / future-state modeling Familiarity with Azure DevOps, Jira and Confluence for backlog management and documentation Strong stakeholder-facing communication skills with the ability to run and document workshops Excellent written and spoken English Nice to have Background in aftermarket, spare parts or service quoting processes Experience on multi-region or multi-division rollouts Background in manufacturing or industrial-goods domain Familiarity with integration-heavy projects involving ERP and CRM systems such as SAP, JD Edwards and Dynamics

Requirements

• 5+ years of experience as a Business Analyst on Salesforce or other enterprise CRM implementations

• Skills in writing user stories and acceptance criteria using Given/When/Then behavior-driven format

• Knowledge of at least one Salesforce cloud such as Sales, Service or Marketing Cloud

• Experience in Agile delivery with 2-week sprints, including Definition of Ready and Definition of Done gate discipline

• Competency in process mapping and current-state / future-state modeling

• Familiarity with Azure DevOps, Jira and Confluence for backlog management and documentation

• Strong stakeholder-facing communication skills with the ability to run and document workshops

• Excellent written and spoken English

Responsibilities

• Gather, document and validate business requirements from stakeholders across Marketing, Sales and Customer Support domains

• Map current-state and future-state processes across the Lead-to-Order lifecycle, from Prospect to Lead through Issue to Resolution

• Prepare user stories and acceptance criteria in Given/When/Then format, ensuring stories meet Definition of Ready before Sprint Backlog entry

• Assist with workshop preparation, facilitation and note-taking during regional scope reviews across EMEA, NA/SA and APAC/India/China

• Coach other Business Analysts to translate L1–L3 requirements into implementable user stories mapped to Salesforce clouds

• Facilitate solution validation activities, including sprint demos, UAT preparation and defect triage

• Maintain requirements documentation using client-provided tooling for backlog management and design documentation

• Collaborate with Global Process Owners, Business SMEs and Divisional/Regional Leads to capture regional variations while maximizing the Global Core

• Contribute to GDPR-related design decisions covering data visibility and opt-in flows

Seniority

• Lead

Nice to have

• Background in aftermarket, spare parts or service quoting processes

• Experience on multi-region or multi-division rollouts

• Background in manufacturing or industrial-goods domain

• Familiarity with integration-heavy projects involving ERP and CRM systems such as SAP, JD Edwards and Dynamics