Role Summary
We are looking for a Salesforce Business Analyst with hands-on experience in implementing Salesforce solutions for Manufacturing / Automotive clients, capable of translating business needs into scalable Salesforce capabilities. You will work closely with Sales, Service, Dealer/Distributor Operations, Aftermarket, Warranty, and Supply Chain stakeholders to define requirements, optimize processes, and support end-to-end delivery across Salesforce clouds.
Key Responsibilities
Business Analysis & Requirements
- Lead discovery workshops with business and IT stakeholders to understand current state (AS-IS) processes and define future state (TO-BE) journeys.
- Create and maintain BRDs/FRDs, epics, user stories, acceptance criteria, process flows, personas, and use-case documentation.
- Define business rules for account hierarchies (OEM region plant dealer customer), product/asset relationships, and entitlement models.
Salesforce Solutioning (Functional)
- Translate requirements into Salesforce functional designs using best practices across:
o Sales Cloud (Leads, Opportunities, Quotes, Account planning)
o Service Cloud (Case mgmt, Omni-Channel, Entitlements, Knowledge)
o Experience Cloud (Dealer/Partner portals, Self-service)
o Field Service (Dispatch, Work Orders, Scheduling) – nice to have
o CPQ (Product config, pricing, quoting) – nice to have
- Collaborate with Architects/Admins to define objects, data model, automation, security model, and reporting.
Manufacturing / Automotive Domain Focus
- Support implementations involving:
o Dealer/Distributor network operations
o Aftermarket service & warranty processes (claims, approvals, reimbursements)
o Parts ordering and returns, service contracts, service plans
o Vehicle/Equipment lifecycle: Assets, serial numbers, installed base, maintenance history
o Fleet / B2B accounts: multi-site hierarchies and contract pricing
- Enable case deflection and improved service experience through Knowledge, self-service, and automation.
Delivery Execution (Agile)
- Serve as product backlog owner/BA in Agile projects:
o Groom backlog, prioritize user stories, clarify dependencies, and manage scope.
- Support SIT/UAT planning and execution: test scenarios, scripts, defect triage, and sign-offs.
- Drive change management: training content, release notes, adoption KPIs.
