01Overview
Role description
Salesforce Functional Business Analyst (CRM)
Role Summary
We are looking for a Salesforce Functional Business Analyst (CRM) to bridge business requirements and Salesforce CRM solutions. The role will be responsible for gathering and analyzing requirements, translating them into functional specifications, supporting Salesforce configuration, and ensuring successful delivery across Sales, Service, and Marketing Cloud implementations.
Experience Range
510 years of experience as a Business Analyst, with strong hands-on experience in Salesforce CRM environments.
Hiring Location
[To be confirmed]
Must-Have Skills
Strong experience as a Business Analyst in Salesforce CRM projects.
Strong understanding of Salesforce Sales Cloud and Service Cloud.
Experience in requirements gathering, analysis, and documentation.
Ability to create BRDs, FRDs, User Stories, and Acceptance Criteria.
Strong knowledge of the Salesforce data model and configuration capabilities.
Experience designing end-to-end CRM processes, including:
Lead-to-Opportunity
Case Management
Experience working closely with business stakeholders and technical teams.
Hands-on understanding of Salesforce configuration, including:
Objects
Workflows
Validation Rules
Reports
Experience supporting SIT, UAT, test scenarios, and defect resolution.
Knowledge of data mapping, migration, and integration activities.
Strong stakeholder management and communication skills.
Experience working in Agile/Scrum environments.
Good-to-Have Skills
Salesforce Admin or Business Analyst certification.
Experience in Life Sciences, Pharma, or Healthcare domains.
Exposure to Salesforce AI / Einstein capabilities.
Experience with Salesforce integrations.
Knowledge of compliance and regulatory environments such as:
GDPR
HIPAA
Experience conducting end-user training and driving Salesforce/CRM adoption.
Exposure to Marketing Cloud implementations.
Key Responsibilities
Gather, analyze, and document business requirements through stakeholder workshops and interviews.
Translate business requirements into functional specifications, user stories, and acceptance criteria.
Design and document end-to-end CRM processes.
Act as a liaison between business users and technical teams.
Support Salesforce configuration and functional design.
Define and execute test scenarios and support SIT/UAT cycles.
Coordinate defect identification, analysis, and resolution.
Support data mapping, migration, and integration activities.
Conduct end-user training and support CRM adoption.
Ensure Salesforce solutions align with business objectives and requirements.
Qualifications
Bachelors degree in Engineering, Business, Information Technology, or a related field.
510 years of Business Analyst experience.
Salesforce certification in Admin and/or Business Analyst is preferred.
Skills
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 worlds 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 impacttouching billions of lives in the process. .
