Salesforce Business Analyst
Job Summary
Establish what the CRM actually does in the service of a contact - the configuration,
the agent's real workflow, and where information is lost between systems.
Key Responsibilities
Lead Discovery Sessions: Conduct workshops, interviews, and brainstorming
sessions with business leaders to identify gaps in the existing system.
Process Mapping: Document complex "as-is" business processes using visual
diagrams and data flows.
Gap Analysis: Evaluate current system capabilities against business outcomes
and identify operational gaps and areas for improvement.
Estate and configuration
Inventory the org and cloud estate - how many orgs, which clouds, licence mix,
and who owns each.
Extract and document the metadata: objects, record types, fields, page layouts,
flows, validation rules, assignment and escalation rules, and Apex touchpoints.
Document the case model end to end - case and record types, queues,
ownership, entitlements and milestones, closure rules.
Establish the disposition and wrap-up taxonomy: what is defined, what agents
actually use, and what the gap between the two implies for reporting.
Assess field history and audit coverage - what is tracked, what is not, and what
that means for reconstructing a case after the fact.
Telephony integration and context
Document the CTI integration in operational terms: what telephony passes to the
CRM, at what point in the contact, and on which flows.
Measure screen-pop coverage - the proportion of contacts arriving with context
attached,



and the conditions under which it fails.
Establish whether Omni-Channel routes anything and, if so, what - and record the
consequence for reporting either way.
Identify every point where information is dropped and re-entered by hand.
Agent workflow and data
Walk the agent's actual path through the application for each material intent,
alongside the Lead Process Consultant.

Attach each intent to its CRM footprint: objects touched, screens used, steps taken,
and time spent.
Assess data quality where it affects service - duplicates, incomplete records,
required fields defeated by workarounds.
Catalogue reports and dashboards: what exists, what is used, what each is built
from, and where they disagree with one another.
Should be able to produce:
CRM estate and configuration inventory
Case model and disposition taxonomy documentation
CTI integration and screen-pop coverage assessment
Context-loss register - every point where data is dropped or re-keyed
Intent-to-CRM footprint mapping
Requirements documentation for the target state
Experience & Education
Qualified Experience: 8 to 10+ years of experience as a Business Analyst,




with at least 5 years dedicated specifically to the Salesforce platform.
Education: Bachelor's degree in Business Administration, Information
Technology, Computer Science, or a related field (or equivalent practical
experience).
Technical Competencies
Salesforce Ecosystem: Deep understanding of core Salesforce functionality
across Sales Cloud, Service Cloud, and Experience Cloud.
Business Analysis Tools: Proficiency with documentation and diagramming
tools such as Jira, Confluence, Lucidchart, Miro, or Visio.
Agile Frameworks: Solid experience working within Agile, Scrum, or Kanban
methodologies.
MUST HAVE
Hands-on Salesforce business analysis on Service Cloud / Marketing Cloud, with
at least one service or contact centre implementation behind you.
Able to extract and read metadata yourself - Setup, Metadata and Tooling APIs,
SOQL, reporting - rather than raising a request to a developer.

Have documented a case model from a live org, not only designed one on paper.
Comfortable sitting beside agents and watching them work, and translating what
you see into documentation.
STRONG PLUS
Health Cloud, or another regulated-industry vertical cloud.
CTI adapters and telephony-to-CRM integration.
Omni-Channel configuration and its reporting objects.
Regulated environments - protected health information, consent, audit trail
obligations.
Salesforce Administrator and Service Cloud Consultant certifications.

📌 Salesforce BA (Bengaluru)
🏢 TRIGENT SOFTWARE PRIVATE
📍 Bengaluru