Salesforce Business Analyst

UST is seeking a Senior Salesforce Business Analyst to play a pivotal role in our client-facing delivery organization.

You will act as the primary bridge between client stakeholders and the technical delivery team - leading discovery workshops, translating business requirements into structured user stories, and taking hands-on ownership of Salesforce configuration throughout the build cycle.

You will work on complex, multi-cloud Salesforce programs alongside architects, project managers, and India-based delivery teams, and will be expected to quickly establish trusted advisor status with clients.

• Lead and facilitate discovery workshops with business stakeholders, process owners, and executives
• Identify current-state pain points, future-state goals, and business outcomes
• Document processes using process maps, swim lane diagrams, and capability models
• Resolve conflicting requirements with confidence and diplomacy
• Develop and maintain BRDs and functional specifications aligned with Salesforce delivery

• Translate requirements into developer-ready user stories with acceptance criteria
• Own and manage the product backlog - grooming, prioritization, and sprint sequencing
• Write epics, features, and stories aligned with Agile best practices
• Participate in sprint planning, backlog refinement, and retrospectives
• Maintain traceability from requirements to delivered functionality

• Own declarative configuration: fields, objects, page layouts, record types, validation rules, flows, approval processes, permission sets
• Configure Sales Cloud, Service Cloud, and other relevant clouds
• Build and validate Flows (screen, record-triggered, scheduled, autolaunched)
• Collaborate with architects/devs to define config vs. code boundaries
• Support data migration - mapping, transformation, and validation

• Build and maintain strong client relationships
• Produce clear documentation: meeting notes, decision logs, issue trackers, status updates
• Present requirements, designs, and solutions to both business and technical audiences
• Support change management - training materials, user guides, and process documentation

• Contribute to UST's Salesforce BA practice - templates, accelerators, and frameworks
• Support pre-sales with scoping, estimation, and solution narratives
• Mentor junior BAs and analysts

• 6+ years as a Salesforce Business Analyst in enterprise implementations
• Proven experience leading discovery workshops with senior stakeholders
• Strong hands-on experience with Salesforce declarative configuration
• Solid Agile experience - user stories, backlog management, sprint delivery
• Exposure to multi-cloud Salesforce environments (Sales & Service minimum)
• Consulting experience preferred - ability to manage ambiguity and multiple stakeholders

• Salesforce core: objects, fields, relationships, layouts, record types, permissions, sharing
• Salesforce Flow: screen, record-triggered, scheduled, subflows, best practices
• Reporting & dashboards - business-driven insights and adoption
• Tools: Jira, Azure DevOps, or equivalent Agile tools
• Data: data models, mapping, Data Loader, import/export tools
• Cloud exposure: Sales Cloud, Service Cloud (Health, Experience, Marketing Cloud are a plus)

• Expert in workshop facilitation across cross-functional teams
• Strong process analysis and optimization skills
• Structured thinker - able to convert complex input into actionable requirements
• Detail-oriented with a big-picture mindset

• Salesforce Certified Administrator
• Salesforce Certified Business Analyst

• Salesforce Certified Advanced Administrator
• Salesforce Certified Sales Cloud or Service Cloud Consultant
• Salesforce Certified Associate or Platform App Builder
• Certified Scrum Master (CSM) or equivalent

• Strong executive communication and presentation skills
• Excellent active listening and stakeholder engagement
• Ability to lead without authority in global team environments
• Adaptable and resilient in dynamic, fast-paced programs
• Natural facilitator and consensus builder