Salesforce Business Analyst

Introduction

We are seeking an experienced Salesforce Business Analyst with strong expertise in Consumer Banking and Salesforce CRM platforms. The ideal candidate will have experience gathering and translating business requirements into Salesforce solutions supporting banking processes such as customer onboarding, deposits, lending, credit cards, payments, servicing, and customer relationship management.

Responsibilities

• Gather, analyze, and document business requirements from Consumer Banking stakeholders.
• Conduct requirement workshops, stakeholder interviews, and discovery sessions.
• Translate business requirements into Salesforce functional requirements, user stories, and acceptance criteria.
• Analyze and improve customer journeys and banking business processes.
• Support business processes involving customer onboarding, deposits, lending, credit cards, payments, servicing, complaints, KYC/AML workflows, and customer relationship management.
• Create process flows, business process models, functional specifications, and data mappings.
• Collaborate with Salesforce developers and architects to design appropriate solutions.
• Define Salesforce objects, fields, workflows, business rules, validation rules, and integrations from a functional perspective.
• Work with integration teams on REST/SOAP APIs and banking system integrations.
• Support data migration, data quality, and data validation activities.
• Develop and maintain user stories, acceptance criteria, BRDs, FRDs, and process documentation.
• Coordinate SIT, UAT, regression testing, and defect resolution.
• Work with QA teams to prepare test scenarios and validate Salesforce functionality.
• Support Salesforce releases, enhancements, and production implementations.
• Ensure solutions comply with banking regulations, security, privacy, and compliance requirements.
• Facilitate communication between business stakeholders and technical teams.

Requirements

• 10+ years of experience as a Business Analyst / Business Systems Analyst.
• Strong hands-on experience with Salesforce CRM.
• Proven experience in Consumer Banking / Retail Banking.
• Strong knowledge of Salesforce Service Cloud and/or Sales Cloud.
• Experience with Salesforce Financial Services Cloud (FSC) is highly preferred.
• Strong requirements gathering and business process analysis skills.
• Experience writing user stories and acceptance criteria.
• Strong understanding of Agile/Scrum methodologies.
• Experience with UAT/SIT and functional testing.
• Knowledge of Salesforce data model, objects, workflows, and business processes.
• Experience working with REST/SOAP APIs and system integrations.
• Strong SQL and data analysis skills.
• Excellent communication and stakeholder management skills.

Consumer Banking Domain Experience – Must Have

• Retail/Consumer Banking
• Customer onboarding
• Deposit accounts
• Checking and savings
• Consumer loans
• Mortgages/home lending
• Credit cards
• Payments
• Account servicing
• Customer complaints/disputes
• KYC/AML
• Customer 360
• Banking CRM transformation
• Financial Services Cloud

Preferred Skills

• Salesforce Financial Services Cloud
• Salesforce Customer 360
• Salesforce Data Cloud
• MuleSoft
• REST/SOAP APIs
• SQL
• Jira / Confluence
• Agile/Scrum
• Banking core systems integration
• Data migration and ETL
• Regulatory/compliance experience

Education

Bachelor's degree in Computer Science, Information Technology, Business, Finance, or a related field preferred.