Lead Business Analyst (Service Cloud, Sales Cloud)

We are seeking a Lead Business Analyst with strong expertise in Salesforce Service Cloud and Sales Cloud to drive requirements gathering, process design and solution validation across a global CRM transformation program spanning Marketing, Sales and Customer Support domains.

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

5+ years of experience as a Business Analyst on Salesforce or other enterprise CRM implementat