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

Other Skills

Success Metrics