">Salesforce Business Systems Analyst

9-13 Years Bengaluru, Noida

- BA

Salesforce Business Systems Analyst / Product Owner -

(Service Cloud)

Experience Required: 9+ years overall, including mandatory hands-on Service Cloud experience, and

exposure to M&A;, carve-out, divestiture, or CRM consolidation programs.

Key Responsibilities

Product Ownership

- Act as Product Owner for an Agile Scrum team: define the product vision, own and prioritize

the backlog and align delivery with integration milestones and business goals.

- Translate business needs into clear user stories with well-defined acceptance criteria.

- Be the go-to person for product decisions, drive open questions to closure with the right

stakeholders, and escalate blockers promptly.

M&A; Discovery & Assessment

- Assess the Salesforce orgs of acquiring and acquired companies, covering configuration,

customizations, data model, security, automation, integrations, and technical debt.

- Lead discovery sessions and requirements workshops and document current-state processes

and pain points.

- Identify overlaps, gaps, redundancies, and integration dependencies between environments.

- Drive fit/gap analysis and recommend the target-state solution: where to adopt standard

processes, where to configure, and where a justified exception is needed.

- Support due diligence with effort, risk, dependency, and complexity assessments.

- Produce and maintain BRDs, process maps, fit/gap matrices, decision logs, and requirements

traceability.

Service Cloud

- Define and deliver Service Cloud capabilities: Case Management, Queues and Assignment

Rules, Entitlements and Milestones, Knowledge, Omni-Channel, and Service Console.

- Analyse differences between service organizations and define a standardized target

operating model.





- Work with architects on security and data visibility requirements, including the role

hierarchy, sharing rules, and sharing models.

- Support consolidation of customer service data, cases, knowledge articles, and service

processes.

Data Migration & Org Consolidation

- Own the business side of data migration: data mapping from source to target, migration

scope, and data retention and archival decisions.

- Define data cleansing, transformation, deduplication, and validation requirements, including

handling duplicate accounts, contacts, and leads.

- Define reconciliation strategies and lead post-migration validation of historical Service and

Sales data.

- Coordinate mock migrations with data and integration teams and sign off on results.

Testing, Cutover& Transition

- Plan and lead UAT with business users, including validation of migrated data,security rules,

and external user access.

- Coordinate regression testing to protect existing business unitssharing the org.

- Own release readiness, cutover planning, and go-live sign-off, including migration runbooks,

rollback strategies, and validation checklists.

- Lead hyper care and post-go-live stabilization, and resolve issues affecting business-critical

service, portal, and sales processes.

Governance, Metrics & Continuous Improvement

- Ensure solutions meet compliance,security, and governance standards.

- Define and track KPIssuch as migration completeness, data quality, user and portal adoption,

SLA adherence,



and business value realized.

- Capture lessons learned and contributed to a reusable M&A; integration playbook.

Qualifications & Skills

Required

- Bachelor s degree in computer science, Information Systems, Business Administration, or a

related field.

- Proven experience as a Business Systems Analyst, Product Owner, or Functional Lead on

enterprise Salesforce programs.

- Mandatory: Strong, hands-on Service Cloud expertise, including Case Management, Queues

and Assignment Rules, Entitlements and Milestones, Knowledge, Omni-Channel, and Service

Console. Candidates must have delivered at least one Service Cloud implementation or

migration end to end.

- Hands-on experience with at least one M&A; integration, carve-out, org consolidation, or

large-scale Salesforce data migration.

- Solid understanding of the Salesforce data model, security and sharing model, and enterprise

architecture.

- Working knowledge of Flow, Apex, SOQL, and Lightning Web Components, enough to assess

orgs and guide solution design.

- Experience with Data Loader and other data migration tools, Salesforce APIs, and integration

concepts.

- Understanding of Salesforce environments, sandboxes, release management, deployment

tools, and CI/CD.

- Experience with Agile/Scrum and hands-on backlog management in Jira or similar tools.

- Excellent communication and stakeholder management skills, including senior

leadership and distributed teams.

- Solid analytical and problem-solving skills with attention to detail

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Salesforce Business Systems Analyst (Bengaluru)
🏢 Quarks Technosoft
📍 Bengaluru