Lead Business Analyst (Service Cloud, Sales Cloud)

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