Role description

Salesforce Functional Business Analyst (CRM) Hiring Location

Kochi|Trivandrum|Gurgaon|Noida|Bengaluru|Chennai|Pune

Experience Range

5to10****Years

- Minimum 5+yearsofexperienceasaBusinessAnalyst
- Strong hands-on experience in SalesforceCRMenvironments
- Experience working across Salesforce Sales Cloud, Service Cloud, and CRM transformation initiatives

Must-Have Skills Salesforce CRM Functional Expertise
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Salesforce CRM Functional Analysis
- Salesforce Data Model Understanding
- Salesforce Configuration Knowledge

Business Analysis
- Requirements Gathering & Elicitation
- Requirement Analysis & Documentation
- Business Process Mapping
- Gap Analysis
- Impact Analysis
- Stakeholder Workshops
- User Story Writing
- Acceptance Criteria Definition

Documentation
- BRD (Business Requirements Document)
- FRD (Functional Requirements Document)
- User Stories
- Process Flows
- Functional Specifications
- Requirement Traceability

CRM Process Design
- Lead-to-Opportunity Process
- Chance Management
- Case Management
- Customer Lifecycle Processes
- Sales & Service Workflows

Salesforce Configuration Knowledge
- Custom Objects
- Fields & Relationships
- Workflows
- Validation Rules
- Reports & Dashboards
- Basic Security Concepts

Testing & Quality Assurance
- SIT Support
- UAT Planning & Execution
- Test Scenario Creation
- Defect Tracking & Resolution
- Functional Validation

Data & Integration
- Data Mapping
- Data Migration Support
- Salesforce Integration Understanding
- Data Validation & Reconciliation

Agile Delivery
- Agile Methodology
- Scrum Framework
- Sprint Planning




- Backlog Grooming
- Sprint Reviews
- Jira / Agile Tools

Stakeholder Management
- Business Stakeholder Engagement
- Cross-functional Coordination
- Functional Workshops
- Requirements Walkthroughs
- Communication & Presentation Skills

Good-to-Have Skills Salesforce Certifications
- Salesforce Administrator Certification
- Salesforce Business Analyst Certification

Salesforce Products
- Marketing Cloud
- Salesforce AI / Einstein AI

Domain Experience
- Life Sciences
- Pharmaceutical Industry
- Healthcare Domain

Compliance & Regulatory Knowledge
- GDPR
- HIPAA
- Data Privacy & Compliance Requirements

Integrations
- Salesforce Integrations
- APIs & Middleware Exposure

Training & Change Management
- End-User Training
- User Adoption Programs
- CRM Change Management

Key Responsibilities

BusinessAnalysis&RequirementManagement

- Gather, analyze, and document business requirements through stakeholder discussions, workshops, and interviews.
- Create BRDs, FRDs, user stories, process flows, and acceptance criteria.
- Translate business requirements into functional Salesforce solutions.

CRMProcessDesign

- Design and document end-to-end CRM business processes.
- Support Lead-to-Opportunity, Opportunity Management,



and Case Management process implementations.

SalesforceFunctionalSupport

- Collaborate with Salesforce Administrators, Developers, and Architects.
- Provide functional guidance on Salesforce capabilities and configurations.
- Support solution design and configuration decisions.

Testing&DeploymentSupport

- Define test scenarios and support SIT/UAT activities.
- Validate delivered functionality against business requirements.
- Coordinate defect resolution with technical teams.

Data&IntegrationSupport

- Participate in data mapping and migration activities.
- Support integration-related requirement definition and validation.

UserAdoption&Training

- Conduct end-user training sessions.
- Drive CRM adoption initiatives.
- Support change management activities.

Stakeholder****Engagement

- Serve as the liaison between business users and technical teams.
- Ensure solutions align with business objectives and operational needs.

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