Job Description
Key Responsibilities
Engage stakeholders to gather and clarify business, functional, and operational requirements for Salesforce CRM.
Produce user stories, business requirements, process maps, functional specifications, field mappings, and acceptance criteria.
Analyse current and future-state workflows covering customer service, case handling, operational processes, and knowledge support.
Support requirement definition for integrated processes involving customer data, case data, portal interactions, and supporting systems.
The architecture document shows Salesforce CRM integrating with systems such as Master Database Management system, MySkillsFuture etc.
Support UAT preparation, test scenario design, defect clarification, and business validation.
Assess business impact, dependencies, and process implications for change requests.
Work closely with engineers, architects, and product/operations leads to ensure completeness and feasibility of requirements.
Prepare release notes, SOP inputs, and stakeholder communications where needed.
Requirements
Experience as a Business Analyst in CRM, case management, or enterprise platform delivery.
Experience with Salesforce CRM / Salesforce Service Cloud.
Strong Requirements Elicitation And Documentation Skills.
Ability to work across business and technical teams.
Strong communication and stakeholder facilitation capability.
Preferred
Familiarity with API, integration, and data mapping concepts.
Experience in public sector or regulated environments.
