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:
• Sales Cloud (Leads, Opportunities, Quotes, Account planning)
• Service Cloud (Case mgmt, Omni-Channel, Entitlements, Knowledge)
• Experience Cloud (Dealer/Partner portals, Self-service)
• Field Service (Dispatch, Work Orders, Scheduling) – nice to have
• 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:
• Dealer/Distributor network operations
• Aftermarket service & warranty processes (claims, approvals, reimbursements)
• Parts ordering and returns, service contracts, service plans
• Vehicle/Equipment lifecycle: Assets, serial numbers, installed base, maintenance history
• 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:
• 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.