Lead Business Analyst (Salesforce Service Cloud & Sales Cloud)

Quick Facts

• Role: Lead Business Analyst (Salesforce Service Cloud, Sales Cloud)

Description

Lead requirements gathering, process design, and solution validation for a global CRM transformation spanning Marketing, Sales, and Customer Support. You will map current- and future-state processes across the lead-to-order lifecycle, prepare Given/When/Then user stories and acceptance criteria, and support sprint demos, UAT preparation, and defect triage. You will also coach other Business Analysts and contribute to GDPR-related design decisions for data visibility and opt-in flows.

Responsibilities

• Gather, document, and validate business requirements with stakeholders across Marketing, Sales, and Customer Support
• Map current-state and future-state processes from Prospect to Lead through Issue to Resolution
• Prepare user stories and acceptance criteria in Given/When/Then format and ensure Definition of Ready before sprint backlog entry
• Support workshop preparation, facilitation, and note-taking during regional scope reviews (EMEA, NA/SA, APAC/India/China)
• Coach other Business Analysts to translate L1–L3 requirements into implementable user stories mapped to Salesforce clouds
• Facilitate solution validation (sprint demos, UAT preparation, defect triage)
• Maintain requirements documentation using client tooling for backlog management and design documentation
• Collaborate with Global Process Owners, SMEs, and regional leads to capture regional variations while maximizing Global Core
• Contribute to GDPR-related design decisions for data visibility and opt-in flows

Requirements

• 5+ years experience as a Business Analyst on Salesforce or other enterprise CRM implementations
• Given/When/Then user stories and acceptance criteria
• Knowledge of at least one Salesforce cloud (Sales, Service, or Marketing Cloud)
• Agile delivery experience with 2-week sprints, including Definition of Ready and Definition of Done discipline
• Process mapping and current-state/future-state modeling
• Familiarity with Azure DevOps, Jira, and Confluence
• Stakeholder-facing communication skills; can run and document workshops
• Excellent written and spoken English

Nice to have

• Aftermarket, spare parts, or service quoting process background
• Multi-region or multi-division rollout experience
• Manufacturing/industrial-goods domain background
• Integration-heavy projects involving ERP and CRM systems (e.g., SAP, JD Edwards, Dynamics)

Benefits

• Hybrid-by-design role with opportunity to work remotely within Poland
• Chance to work abroad up to 60 days annually; business-driven relocation opportunities
• Career development programs and mentoring; soft skills and well-being programs
• English classes
• Certification opportunities (Anthropic, Gemini, GCP, Azure, AWS)
• Stable pay and Employee Stock Purchase Plan with 15% discount
• Benefits package (health insurance, multisport, shopping vouchers)
• Referral bonuses up to $2,000
• Offices with entertainment and relaxation zones; free snacks and coffee
• Corporate, social, and well-being events