Lead Business Analyst (Salesforce Service Cloud & Sales Cloud)

Lead Business Analyst (Salesforce Service Cloud & Sales Cloud)

Quick Facts

• Lead requirements, process design, and solution validation for a global CRM transformation across Marketing, Sales, and Customer Support
• Work with Salesforce Service Cloud and Sales Cloud

Description

Drive end-to-end business analysis by gathering, documenting, and validating stakeholder requirements across the Marketing, Sales, and Customer Support domains. Map current-state and future-state processes across the Lead-to-Order lifecycle, create Given/When/Then user stories with acceptance criteria, and support solution validation through sprint demos, UAT preparation, and defect triage. Collaborate with global process owners to incorporate regional variations and contribute to GDPR-related design decisions.

Responsibilities

• Gather, document, and validate business requirements with stakeholders across Marketing, Sales, and Customer Support
• Map current-state and future-state processes across the Lead-to-Order lifecycle (Prospect to Lead; Issue to Resolution)
• Write user stories and acceptance criteria in Given/When/Then format, meeting Definition of Ready
• Prepare for and participate in regional scope reviews; facilitate workshops and capture notes (EMEA, NA/SA, APAC/India/China)
• Coach other Business Analysts to translate L1–L3 requirements into implementable user stories mapped to Salesforce clouds
• Support solution validation: sprint demos, UAT preparation, and defect triage
• Maintain requirements documentation using client tooling for backlog management and design documentation
• Collaborate with Global Process Owners, Business SMEs, and Regional/Divisional Leads to capture regional variations while maximizing Global Core
• Contribute to GDPR-related design decisions, including data visibility and opt-in flows

Requirements

• 5+ years of experience as a Business Analyst on Salesforce or other enterprise CRM implementations
• Skills writing user stories and acceptance criteria using Given/When/Then format
• Knowledge of at least one Salesforce cloud: Sales, Service, or Marketing Cloud
• Agile experience with 2-week sprints, including Definition of Ready and Definition of Done gate discipline
• Process mapping and current-state/future-state modeling competency
• Familiarity with Azure DevOps, Jira, and Confluence for backlog management and documentation
• Strong written and spoken English; strong stakeholder-facing communication skills

Benefits

• Stable pay
• Employee Stock Purchase Plan with a 15% discount
• Health insurance and multisport benefits; shopping vouchers
• Referral bonuses up to $2,000
• Hybrid-by-design with remote work opportunity within Poland
• Chance to work abroad up to 60 days annually
• Business-driven relocation opportunities
• Career development programs, mentoring, thought leadership, soft skills, and well-being programs
• Certifications (Anthropic, Gemini, GCP, Azure, AWS)
• English classes
• Office amenities and corporate/social/well-being events