Role description

Salesforce Functional Business Analyst (CRM)

Role Summary

We are looking for a Salesforce Functional Business Analyst (CRM) to bridge business requirements and Salesforce CRM solutions. The role will be responsible for gathering and analyzing requirements, translating them into functional specifications, supporting Salesforce configuration, and ensuring successful delivery across Sales, Service, and Marketing Cloud implementations.

Experience Range

5–10 years of experience as a Business Analyst, with strong hands-on experience in Salesforce CRM environments.

Hiring Location

[To be confirmed]

Must-Have Skills

- Strong experience as a Business Analyst in Salesforce CRM projects.
- Solid understanding of Salesforce Sales Cloud and Service Cloud.
- Experience in requirements gathering, analysis, and documentation.
- Ability to create BRDs, FRDs, User Stories, and Acceptance Criteria.
- Strong knowledge of the Salesforce data model and configuration capabilities.
- Experience designing end-to-end CRM processes, including:
- Lead-to-Opportunity
- Case Management

- Experience working closely with business stakeholders and technical teams.
- Hands-on understanding of Salesforce configuration, including:

- Objects
- Workflows
- Validation Rules
- Reports

- Experience supporting SIT, UAT, test scenarios, and defect resolution.
- Knowledge of data mapping, migration, and integration activities.
- Strong stakeholder management and communication skills.
- Experience working in Agile/Scrum environments.

Good-to-Have Skills

- Salesforce Admin or Business Analyst certification.
- Experience in Life Sciences, Pharma, or Healthcare domains.
- Exposure to Salesforce AI / Einstein capabilities.
- Experience with Salesforce integrations.




- Knowledge of compliance and regulatory environments such as:
- GDPR
- HIPAA

- Experience conducting end-user training and driving Salesforce/CRM adoption.
- Exposure to Marketing Cloud implementations.

Key Responsibilities

- Gather, analyze, and document business requirements through stakeholder workshops and interviews.
- Translate business requirements into functional specifications, user stories, and acceptance criteria.
- Design and document end-to-end CRM processes.
- Act as a liaison between business users and technical teams.
- Support Salesforce configuration and functional design.
- Define and execute test scenarios and support SIT/UAT cycles.

- Coordinate defect identification, analysis, and resolution.
- Support data mapping, migration, and integration activities.
- Conduct end-user training and support CRM adoption.
- Ensure Salesforce solutions align with business objectives and requirements.

Qualifications

- Bachelor’s degree in Engineering, Business, Information Technology, or a related field.
- 5–10 years of Business Analyst experience.
- Salesforce certification in Admin and/or Business Analyst is preferred.

Skills CRM, Agile, Stakeholder Management, Salesforce

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation.

With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

📌 Associate III - Business Analysis (Salesforce) (Bengaluru)
🏢 UST
📍 Bengaluru