We are seeking a Business Analyst to join our Salesforce Team with responsibility for analyzing business processes, gathering requirements, creating reports and dashboards, and working closely with the relevant technical teams. This role requires a strong understanding of Salesforce capabilities and the ability to transform business requirements into effective solutions and directly support the front-end teams.
Responsibilities- Requirement Gathering: Work with stakeholders to understand their needs and gather detailed business requirements.
- Documentation: Document business processes, requirements, and solutions accurately and concisely. Create Training documents to support changes and update SOPs as necessary.
- Solution Design: Communicate business requirements, ensuring consistency with best practices while completing Solution Design.
- Testing and Validation: Conduct testing and validation of Salesforce solutions to ensure they meet business requirements and function as anticipated.
- Deployment: Support the deployment of solutions and assist in the resolution of any issues.
- Training and Support: Provide training and assistance to end-users to ensure successful adoption of Salesforce solutions. Support onboarding of new Salesforce users in the Global Sales Organization.
- Problem Solving: work with users to troubleshoot and resolve issues.
- Continuous Improvement: Identify opportunities for process improvements and recommend Salesforce enhancements to increase efficiency.
- Monitor and Measure: Identify and track key performance indicators (KPIs) and success metrics.
- Data Understanding: Understanding the Salesforce data, highlight the challenges, data cleansing, data transformation, data preprocessing.
- Collaboration: Work closely with cross-functional teams such as BU's, data engineers, data scientists, technology team, and business analysts to ensure alignment of solutions with the wider strategy.
- Data Security: Understand the security aspects of Salesforce (OWD, Profiles and Roles) and implement them as per the EXL’s SOP/SOA.
Business Analysis & Requirements
- Business Requirements Gathering
- Requirement Elicitation Workshops
- Process Mapping (As-Is / To-Be)
- User Story Creation & Acceptance Criteria Definition
- BRD, FRD, and Functional Specification Documentation
- Gap Analysis & Impact Assessment
- Backlog Management & Prioritization
- Requirement Traceability
Salesforce Functional Expertise
- Strong understanding of Salesforce Sales Cloud
- Opportunity, Account, Contact, Lead & Pipeline Management
- Salesforce Security Model (Roles, Profiles, Permission Sets)
- Approval Processes & Business Automation
- Salesforce Reports & Dashboards
- CRM Analytics (CRMA) / Revenue Intelligence
- Salesforce Best Practices & Standard Functionality Adoption
- Data Quality & Data Governance
Solution Design & Delivery
- Functional Solution Design
- Wireframing and Process Flow Creation
- Translating Business Requirements into Salesforce Solutions
- Collaboration with Admins, Developers & Integration Teams
- Integration Requirement Analysis
- Change Request Evaluation & Effort Estimation
- Release Readiness Support
Testing & Quality Assurance
- UAT Planning & Coordination
- Test Scenario & Test Case Creation
- Defect Management & Validation Testing
- Business Sign-off Management
- Post-Deployment Validation
Data & Reporting
- Dashboard & KPI Definition
- Salesforce Reporting
- Data Migration & Data Validation
- Master Data Management
- Data Analysis and Trend Identification
- Pipeline Analytics & Sales Performance Reporting
Stakeholder & Project Management
- Stakeholder Management
- Executive Communication
- Cross-functional Collaboration
- Workshop Facilitation
- Agile / Scrum Methodology
- JIRA & Sprint Planning
- Risk, Dependency & Issue Tracking
Change Management & Enablement
- User Training & Adoption Programs
- SOP & User Guide Creation
- Change Impact Assessments
- Enablement Planning
- User Feedback Collection & Continuous Improvement
- Adoption Monitoring & KPI Tracking
Analytical & Soft Skills
- Strong Analytical Thinking
- Problem Solving
- Critical Thinking
- Excellent Written & Verbal Communication
- Presentation & Facilitation Skills
- Attention to Detail
- Customer-Centric Mindset
- Ability to work with Global Stakeholders
Preferred Certifications
- Salesforce Certified Business Analyst
- Salesforce Administrator Certification
- Salesforce Sales Cloud Consultant
- Agile/Scrum Certification (CSM/PSM)
- CRM Analytics Certification (preferred)
Skills Required
- Business Requirements Gathering
- Requirement Elicitation Workshops
- Process Mapping (As-Is / To-Be)
- User Story Creation & Acceptance Criteria Definition
- BRD, FRD, and Functional Specification Documentation
- Gap Analysis & Impact Assessment
- Backlog Management & Prioritization
- Requirement Traceability
- Strong understanding of Salesforce Sales Cloud
- Opportunity, Account, Contact, Lead & Pipeline Management in Salesforce
- Salesforce Security Model (Roles, Profiles, Permission Sets)
- Approval Processes & Business Automation
- Salesforce Reports & Dashboards
- CRM Analytics (CRMA) / Revenue Intelligence
- Data Quality & Data Governance
- Functional Solution Design and Wireframing
- Integration Requirement Analysis and collaboration with Developers/Integration Teams
- UAT Planning & Coordination; Test Scenario & Test Case Creation
- Defect Management, Validation Testing and Business Sign-off Management
- Dashboard & KPI Definition; Salesforce Reporting and Pipeline Analytics
- Data Migration & Data Validation; Master Data Management
- Stakeholder Management, Executive Communication and Workshop Facilitation
- Agile / Scrum methodology experience and JIRA & Sprint Planning
- User Training, Adoption Programs, SOP & User Guide Creation
- Strong analytical thinking, problem solving, and communication skills
- Salesforce Certified Business Analyst
- Salesforce Administrator Certification
- Salesforce Sales Cloud Consultant Certification
- Agile/Scrum Certification (CSM/PSM)
- CRM Analytics Certification
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
