Job Description
We are looking for a skilled
Salesforce Business Analyst Sales, Service Cloud, Integrations & Experience Cloud to partner with business stakeholders, understand CRM requirements, and translate them into scalable Salesforce solutions. The ideal candidate has deep functional knowledge of
Sales Cloud,
Service Cloud, Experience Cloud along with Integrations and customer journey processes, along with strong analytical and communication skills.
Responsibilities
Key Responsibilities
Requirement Gathering & Analysis
- Conduct workshops with Sales, Service, Marketing, and Operations teams to gather business requirements.
- Analyze existing CRM workflows, pain points, and enhancement opportunities.
- Create BRDs, FRDs, user stories, acceptance criteria, and process documentation.
Sales Cloud Responsibilities
- Understand Lead, Opportunity, Account, and Forecasting processes.
- Design solutions for sales lifecycle automation, pipeline visibility, and performance tracking.
- Support features such as CPQ (if applicable), Territory Management, and Activity Tracking.
Service Cloud Responsibilities
- Analyze customer support workflows: Case Management, Omnichannel, Knowledge Base, CTI, and Service Operations.
- Recommend solutions to improve case resolution, agent productivity, and service analytics.
- Support rollout of console apps, macros, quick texts, and service KPIs.
Integration Analysis & Design
- Work with business and IT teams to understand upstream/downstream systems and data needs.
- Document integration flows, source/target mappings, data models, and transformation logic.
- Collaborate with integration architects using tools such as MuleSoft, Boomi, Informatica, etc.
- Define API requirements: REST, SOAP, authentication, error handling, and throughput expectations.
Experience Cloud Responsibilities
- Gather requirements for customer, partner, and dealer portal experiences.
- Work on community setup, personas, page layouts, access levels, and business workflows.
- Support design of navigation, UI components, and content management within Experience Cloud.
- Optimize portal performance, branding, and self-service functionality.
Solution Design & Collaboration
- Work with Salesforce Admins, Developers, and Architects to ensure functional alignment.
- Create wireframes, data flow diagrams, and functional prototypes.
- Validate technical designs against business requirements.
Testing & Deployment Support
- Create test scenarios and scripts; perform SIT/UAT and defect management.
- Ensure changes align with release schedules and Salesforce best practices.
Stakeholder Management
- Serve as a bridge between business and technical teams.
- Provide regular updates, dashboards, and enablement materials to stakeholders.
Qualifications
Required Qualifications
- 10 - 15 years of Business Analyst experience in Salesforce Sales & Service Cloud.
- Strong understanding of CRM processes for Sales, PreSales, Customer Support, and Field Service (if applicable).
- Hands-on experience with Agile delivery and user story writing.
- Familiarity with Salesforce reporting, dashboards, and data models.
- Strong understanding of REST/SOAP APIs, middleware, and data integration concepts.
- Experience with user management, sharing models, and portal configurations in Experience Cloud.
- Ability to translate business needs into technical integration requirements
Preferred Qualifications
- Salesforce certifications like Administrator, Business Analyst, or Sales/Service Cloud Consultant.
- Experience with Jira, Confluence, ADO, and process visualization tools.
- Knowledge of CPQ, Service Console, or AI features (Einstein) is a plus
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
