Role description
Salesforce Functional Business Analyst (CRM) Hiring Location
Kochi | Trivandrum | Gurgaon | Noida | Bengaluru | Chennai | Pune
Experience Range
5 to 10 Years
- Minimum 5+ years of experience as a Business Analyst
- Strong hands-on experience in Salesforce CRM environments
- Experience working across Salesforce Sales Cloud, Service Cloud, and CRM transformation initiatives
Must-Have Skills Salesforce CRM Functional Expertise
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Salesforce CRM Functional Analysis
- Salesforce Data Model Understanding
- Salesforce Configuration Knowledge
Business Analysis
- Requirements Gathering & Elicitation
- Requirement Analysis & Documentation
- Business Process Mapping
- Gap Analysis
- Impact Analysis
- Stakeholder Workshops
- User Story Writing
- Acceptance Criteria Definition
Documentation
- BRD (Business Requirements Document)
- FRD (Functional Requirements Document)
- User Stories
- Process Flows
- Functional Specifications
- Requirement Traceability
CRM Process Design
- Lead-to-Opportunity Process
- Opportunity Management
- Case Management
- Customer Lifecycle Processes
- Sales & Service Workflows
Salesforce Configuration Knowledge
- Custom Objects
- Fields & Relationships
- Workflows
- Validation Rules
- Reports & Dashboards
- Basic Security Concepts
Testing & Quality Assurance
- SIT Support
- UAT Planning & Execution
- Test Scenario Creation
- Defect Tracking & Resolution
- Functional Validation
Data & Integration
- Data Mapping
- Data Migration Support
- Salesforce Integration Understanding
- Data Validation & Reconciliation
Agile Delivery
- Agile Methodology
- Scrum Framework
- Sprint Planning
- Backlog Grooming
- Sprint Reviews
- Jira / Agile Tools
Stakeholder Management
- Business Stakeholder Engagement
- Cross-functional Coordination
- Functional Workshops
- Requirements Walkthroughs
- Communication & Presentation Skills
Good-to-Have Skills Salesforce Certifications
- Salesforce Administrator Certification
- Salesforce Business Analyst Certification
Salesforce Products
- Marketing Cloud
- Salesforce AI / Einstein AI
Domain Experience
- Life Sciences
- Pharmaceutical Industry
- Healthcare Domain
Compliance & Regulatory Knowledge
- GDPR
- HIPAA
- Data Privacy & Compliance Requirements
Integrations
- Salesforce Integrations
- APIs & Middleware Exposure
Training & Change Management
- End-User Training
- User Adoption Programs
- CRM Change Management
Key Responsibilities
- Gather, analyze, and document business requirements through stakeholder discussions, workshops, and interviews.
- Create BRDs, FRDs, user stories, process flows, and acceptance criteria.
- Translate business requirements into functional Salesforce solutions.
- Design and document end-to-end CRM business processes.
- Support Lead-to-Opportunity, Opportunity Management, and Case Management process implementations.
- Collaborate with Salesforce Administrators, Developers, and Architects.
- Provide functional guidance on Salesforce capabilities and configurations.
- Support solution design and configuration decisions.
- Define test scenarios and support SIT/UAT activities.
- Validate delivered functionality against business requirements.
- Coordinate defect resolution with technical teams.
- Participate in data mapping and migration activities.
- Support integration-related requirement definition and validation.
- Conduct end-user training sessions.
- Drive CRM adoption initiatives.
- Support change management activities.
- Serve as the liaison between business users and technical teams.
- Ensure solutions align with business objectives and operational needs.
CRM, Agile, Stakeholder Management, Salesforce
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
