Senior Lead Salesforce Technical Business Analyst

Sr Lead - Salesforce Technical BA

Area(s) of responsibility

Salesforce Technical Business Analyst 
Experience: 9-12 years
Location: Noida, Pune, Bengaluru

Role Summary
We are looking for a Salesforce Business Analyst with hands-on experience in implementing Salesforce solutions for Manufacturing / Automotive clients, capable of translating business needs into scalable Salesforce capabilities. You will work closely with Sales, Service, Dealer/Distributor Operations, Aftermarket, Warranty, and Supply Chain stakeholders to define requirements, optimize processes, and support end-to-end delivery across Salesforce clouds.
Key Responsibilities
Business Analysis & Requirements
•    Lead discovery workshops with business and IT stakeholders to understand current state (AS-IS) processes and define future state (TO-BE) journeys.
•    Create and maintain BRDs/FRDs, epics, user stories, acceptance criteria, process flows, personas, and use-case documentation.
•    Define business rules for account hierarchies (OEM → region → plant → dealer → customer), product/asset relationships, and entitlement models.

Salesforce Solutioning (Functional)
•    Translate requirements into Salesforce functional designs using best practices across: 
o    Sales Cloud (Leads, Opportunities, Quotes, Account planning)
o    Service Cloud (Case mgmt, Omni-Channel, Entitlements, Knowledge)
o    Experience Cloud (Dealer/Partner portals, Self-service)
o    Field Service (Dispatch, Work Orders, Scheduling) – nice to have
o    CPQ (Product config, pricing, quoting) – nice to have
•    Collaborate with Architects/Admins to define objects, data model, automation, security model, and reporting.
Manufacturing / Automotive Domain Focus
•    Support implementations involving: 
o    Dealer/Distributor network operations
o    Aftermarket service & warranty processes (claims, approvals, reimbursements)
o    Parts ordering and returns, service contracts, service plans
o    Vehicle/Equipment lifecycle: Assets, serial numbers, installed base, maintenance history
o    Fleet / B2B accounts: multi-site hierarchies and contract pricing
•    Enable case deflection and improved service experience through Knowledge, self-service, and automation.
Delivery Execution (Agile)
•    Serve as product backlog owner/BA in Agile projects: 
o    Groom backlog, prioritize user stories, clarify dependencies, and manage scope.
•    Support SIT/UAT planning and execution: test scenarios, scripts, defect triage, and sign-offs.
•    Drive change management: training content, release notes, adoption KPIs.

Must-Have Skills & Qualifications
•    8+ years in Business Analysis / Functional Consulting with Salesforce implementation experience.
•    Strong experience in Manufacturing / Automotive domain processes (Dealer/Distributor, Aftermarket, Warranty, Parts, Field Service, Asset lifecycle).
•    Solid knowledge of Salesforce concepts: data model, security, automation (Flow), reports/dashboards, and release management fundamentals.
•    Proven capability to write high-quality user stories and acceptance criteria and manage traceability from requirement → build → test.
•    Experience working with cross-functional teams (business, developers, QA, integration, data).
•    Strong stakeholder management, communication, and workshop facilitation skills.

Good-to-Have Skills
•    Experience with Salesforce Sales Cloud, Service Cloud, Field Service, or Experience Cloud customer portals.
•    Basic understanding of integration patterns (REST/SOAP, event-driven integration) and tools like MuleSoft.

Certifications (Preferred)
•    Salesforce Certified Administrator
•    Salesforce Business Analyst
•    Sales Cloud Consultant / Service Cloud Consultant
•    Any Agile certification (CSM/SAFe) is a plus.

Experience Level

Senior Level