Job Type: Contract
Work Mode: Hybrid (2 Days from office)
Role summary
Senior Salesforce Business Analyst (8–10 years’ Salesforce BA experience) who partners with senior business stakeholders, product owners and technical teams to define and deliver strategic Salesforce solutions. Responsible for end-to-end requirements, solution validation, governance, data strategy and driving adoption across complex CRM landscapes.
Key responsibilities
· Strategic alignment & stakeholder management
o Act as the primary business-facing Salesforce subject matter expert for complex programmes and strategic initiatives.
o Build trusted relationships with senior stakeholders (Sales, Service, Operations, Compliance, Product) to shape CRM strategy and roadmaps.
o Facilitate executive workshops, steering groups and prioritisation sessions.
· Requirements & solution architecture support
o Lead elicitation of detailed functional and non-functional requirements across multiple business units and geographies.
o Translate requirements into clear user stories, acceptance criteria, process maps, data models and configuration specifications.
o Work with architects to validate solution designs for scalability, platform governance, limits and long-term technical debt reduction.
· Delivery & lifecycle management
o Own the product backlog for assigned capabilities; prioritise by business value, risk and complexity.
o Support Agile delivery: sprint planning, refinement, demos, acceptance testing and retrospective actions.
o Coordinate and lead UAT, manage defect triage and ensure features meet acceptance criteria.
· Data, integration & quality
o Define data migration, reconciliation and data quality rules for large data volumes and complex relationships.
o Partner with data engineers and governance teams on master data, deduplication and consent/compliance requirements.
· Governance, security & compliance
o Enforce Salesforce best practices, release controls, change management and security posture (profiles, permission sets, sharing, field-level security).
o Ensure compliance with regulatory requirements (GDPR/UK GDPR, industry-specific rules) in design and data handling.
· Adoption & enablement
o Create user journeys, training, release communications and run train-the-trainer sessions.
o Measure adoption, surface friction points, and drive continuous improvement initiatives.
· Leadership & mentoring
o Mentor junior analysts and administrators; contribute to capability building and BA community of practice.
o Provide input to vendor selection, third-party product evaluation and commercial discussions where needed.
Required skills & competencies
· Salesforce experience
o 8–10 years’ experience working as a Salesforce Business Analyst with demonstrable delivery across Sales Cloud and/or Service Cloud; experience with multi-org vs single-org environments is a plus.
o Hands-on familiarity with declarative automation (Flow), Process Builder, validation rules, record types, page layouts, Lightning App Builder, Reports & Dashboards and Salesforce security model.
· Technical & integration awareness
o Strong understanding of integrations (REST/SOAP APIs), middleware patterns, and data migration strategies for large datasets.
o Able to read technical designs, review API contracts, and validate performance/limits implications.
· Business analysis & delivery
o Expert at producing user stories, acceptance criteria, process flows, use cases, data mappings and test plans.
o Proven experience in Agile delivery (Scrum/Kanban), backlog management and release planning.
· Tools & platforms
o Comfortable with Jira, Confluence, Azure DevOps (or equivalent ALM), Git basics, Salesforce sandboxes and deployment tools (Change Sets, SFDX, CI/CD pipelines).
· Soft skills & leadership
o Excellent stakeholder management and influencing skills at senior levels.
o Strong facilitation and conflict resolution capability.
o Able to mentor juniors and run cross-functional workshops.
Desirable / differentiating
· Certifications: Salesforce Administrator (ADM-211), Platform App Builder, Sales or Service Cloud Consultant, CPQ Specialist, or Architect-adjacent certifications.
· Experience with Sales Cloud, Service Cloud, FSL, Experience Cloud.
· Prior experience in regulated industries (financial services, healthcare, government) and cross-border projects.
· Experience with data governance, MDM tools and large-scale data migration (>1m records).
Experience & qualifications
· 8–10 years’ relevant experience specifically as a Salesforce Business Analyst or in combined Salesforce BA/Admin/Delivery roles.
· Proven track record of end-to-end project delivery (requirements → design → UAT → adoption) in complex environments.
· Degree in Business, IT, Computer Science, or equivalent practical experience.