Sr. Salesforce Business Analyst (Global Customer Care)- First Advantage (Mumbai and Bangalore)

As a Sr. Salesforce Business Analyst, you will play a crucial role in documenting and designing business processes within our systems, assessing their impact on core data and operations. You will provide quick and accurate evaluations of business processes for Customer Care, collaborate with Customer Care leadership to develop and enhance Salesforce solutions, and work with various internal teams to create and implement innovative IT proof-of-concepts.

Requirements

• Serve as a SME Resource: Act as a subject matter expert in Salesforce process re-design activities, providing guidance and expertise to optimize workflows.
• Understand Salesforce Platform Configuration: Leverage knowledge of Salesforce tools—including Flows, Process Builder, Validation Rules, and Lightning App Builder—to collaborate with teams in designing efficient platform solutions.
• Analyze and Document Processes: Analyze, document, and communicate both system and business processes to ensure clarity and alignment across teams.
• Document Requirements Specifications: Create detailed documentation of functional, nonfunctional, and operational requirements to support solution development.
• Develop and Validate User Stories: Write user stories and perform technical reviews to validate requirements and ensure feasibility.
• Map Workflows and Processes: Document workflows and processes based on business requirements to support solution design and implementation.
• Support Metrics Reporting: Assist in the collection and reporting of metrics related to requirements and project performance.
• Design Salesforce Solutions: Contribute to the design of Salesforce solutions using best practices to drive measurable efficiencies across teams at First Advantage.
• Engage with Stakeholders: Proactively collaborate with managers and end-users to analyze project objectives and define capability requirements, including UI specifications, custom applications, and internal Salesforce interactions.
• Salesforce Platform Proficiency: Hands-on experience with Salesforce tools such as Flows, Process Builder, Validation Rules, and Lightning App Builder.
• Business Process Mapping: Ability to map business processes, flows, and data models using tools such as Visio, Lucidchart, or Miro.
• Security Configuration Knowledge: Experience managing Salesforce security settings for internal and external users, including profiles, roles, and sharing settings.
• Analytical Skills: Strong analytical skills with proficiency in tools such as Excel, Power BI, Tableau, or similar platforms to derive insights and support decision-making.
• Communication Skills: Excellent communication skills, with the ability to present findings and insights to both technical and non-technical audiences in a clear and engaging manner.
• Self-Starter: A self-starter with a continuous improvement mindset, demonstrating initiative and the ability to drive projects forward in a cross-functional environment.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment, adjusting to changing priorities while maintaining high-quality standards.
• Salesforce Ecosystem Exposure: Experience with Salesforce Service Cloud, Experience Cloud, or integrations with platforms like AWS is a plus.
• Knowledge Management Integration: Familiarity with integrating or managing knowledge base content within Salesforce (e.g., Salesforce Knowledge, Experience Cloud) to support user enablement and automation.

Benefits

• Health insurance
• Retirement plan
• Paid time off