Salesforce Business Analyst

Job Description

Key Responsibilities: Lead requirement gathering sessions with business stakeholders, product owners, and testers. Translate business needs into clear, actionable user stories and acceptance criteriaparticularly for Salesforce Voice and telephony workflows. Support proof-of-concept (POC) creation to validate Salesforce Voice functionality for the US business. Drive call center-related business process analysis and define how Salesforce Voice can meet those needs. Facilitate cross-functional collaboration between development, testing, and business teams. Act as the primary liaison between technical and non-technical teams—developers will not be customer-facing. Provide guidance to testers on how to validate the stories; ensure quality and alignment with user expectations. Confidently push back on unrealistic or unclear business requests and drive clarity. Required Qualifications: Proven experience as a Lead or Senior IT Business Analyst on telephony migration projects (telephony-to-telephony). Hands-on experience with call center migrations —ideally involving Salesforce or Salesforce Voice . Strong knowledge of Salesforce Voice capabilities (no need to be a developer). Excellent facilitation and communication skills , especially across global teams. Ability to write detailed user stories quickly and accurately. Confident working independently in a fast-paced, iterative environment. Nice to Have: Experience building POCs in Salesforce or other CRM platforms. Familiarity with the AZ&Me platform or pharmaceutical support programs. Prior experience collaborating with business users, product owners, and testers in agile environments. Team Structure & Work Style: You’ll work with a cross-functional team of devs, testers, and POs—many of whom are technically proficient and involved in code reviews. The Project Manager is based in the UK; strong facilitation skills are essential to lead afternoon EST sessions .