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

● Skilled 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
📍 Bengaluru