Salesforce Senior Business Analyst - Salesforce Service Cloud and Sales cloud (Hybrid : Pune)

Salesforce Senior Business Analyst - Salesforce Service Cloud and Sales cloud

Position Summary

We are seeking a highly skilled Senior Salesforce Business Analyst with strong expertise in Salesforce Service Cloud and Sales cloud and solid experience across other Salesforce products. The Senior BA will act as the bridge between business needs and technology, driving scalable, high-quality Salesforce solutions. This role requires excellent communication, problem-solving skills, and the ability to manage complex requirements in a fast-paced, Agile / Scrum environment.

Key Responsibilities

Collaborate with stakeholders across Customer Service, QA, IT, and Operations to align platform capabilities with business goals

Conduct gap analyses, process mapping, and impact assessments for new features and integrations; Evaluate the impact, benefits, and risks of proposed solutions

Analyse and document business requirements related to case management, shipment tracking, and regulatory documentation across global pharma logistics operations

Translate business needs into user stories, acceptance criteria, functional specifications, process flows, and “As-Is / To-Be” documentation.

Collaborate closely with business teams, architects, Salesforce developers and admins to validate solutions, conduct UAT, and ensure successful deployments

Monitor platform adoption by business users, business user feedback, and performance metrics to drive continuous improvement

Support release planning, change management, and training initiatives for Service Cloud users

Facilitate workshops, discovery sessions, and backlog refinement meetings to align priorities and guide solution design.

Translate regulatory requirements (GDPR, HIPAA, etc.) into functional specifications and user stories for Service Cloud enhancements

Identify and recommend process improvements for both project delivery and BAU operations.

Required Skills & Experience

6–8 years of experience as a Salesforce Business Analyst, with strong focus on Service Cloud

Proven success in gathering requirements and writing user stories

Deep understanding of Service Cloud features : Case Lifecycle, Omni-Channel, Knowledge Base, Entitlements, CTI integrations

Familiarity with pharma logistics workflows including cold chain, temperature-sensitive shipments, and regulatory documentation

Experience with Agile / Scrum methodologies and tools like Jira or Azure DevOps

Strong communication and documentation skills, with ability to tailor updates for technical and non-technical audiences

Salesforce certifications preferred : Salesforce Certified Business Analyst, Service Cloud Consultant, Salesforce Administrator

Other Skills

Excellent stakeholder management, facilitation, and communication skills

Exposure to Sales Cloud, Experience Cloud, CPQ, or Industry Clouds would be good to have

Experience with pharma logistics ecosystems

Exposure to multilingual orgs, global support operations, and multi-region compliance

Familiarity with AppExchange tools for service automation, analytics, or agent productivity

Strong problem-solving mindset.

Mentoring junior BAs.

Success Metrics

Improved case resolution times and agent productivity

Platform compliance with audit requirements

Stakeholder satisfaction and cross-functional alignment

Velocity and quality of Service Cloud releases