Salesforce Senior Business Analyst - Salesforce Service Cloud and Sales cloud (Hybrid: Pune)

Salesforce Senior Business Analyst - Salesforce Service Cloud and Sales cloud Position Summary We are seeking a highly skilled Senior Salesforce Business Analyst with strong expertise inSalesforce Service Cloudand Sales cloudand solid experience across other Salesforce products. The Senior BA will act as the bridge between business needs and technology, driving scalable, high-quality Salesforce solutions. This role requires excellent communication, problem-solving skills, and the ability to manage complex requirements in a fast-paced, Agile/Scrum environment.Key Responsibilities Collaborate with stakeholders across Customer Service, QA, IT, and Operations to align platform capabilities with business goals Conduct gap analyses, process mapping, and impact assessments for new features and integrations; Evaluate the impact, benefits, and risks of proposed solutions Analyse and document business requirements related to case management, shipment tracking, and regulatory documentation across global pharma logistics operations Translate business needs into user stories, acceptance criteria, functional specifications, process flows, and “As-Is/To-Be” documentation. Collaborate closely with business teams, architects, Salesforce developers and admins to validate solutions, conduct UAT, and ensure successful deployments Monitor platform adoption by business users, business user feedback, and performance metrics to drive continuous improvement Support release planning, change management, and training initiatives for Service Cloud users Facilitate workshops, discovery sessions, and backlog refinement meetings to align priorities and guide solution design. Translate regulatory requirements (GDPR, HIPAA, etc.) into functional specifications and user stories for Service Cloud enhancements Identify and recommend process improvements for both project delivery and BAU operations.Required Skills & Experience 6–8 years of experience as a Salesforce Business Analyst, with strong focus on Service Cloud Proven success in gathering requirements and writing user stories Deep understanding of Service Cloud features: Case Lifecycle, Omni-Channel, Knowledge Base, Entitlements, CTI integrations Familiarity with pharma logistics workflows including cold chain, temperature-sensitive shipments, and regulatory documentation Experience with Agile/Scrum methodologies and tools like Jira or Azure DevOps Strong communication and documentation skills, with ability to tailor updates for technical and non-technical audiences Salesforce certifications preferred: Salesforce Certified Business Analyst, Service Cloud Consultant, Salesforce Administrator Other Skills Excellent stakeholder management, facilitation, and communication skills Exposure to Sales Cloud, Experience Cloud, CPQ, or Industry Clouds would be good to have Experience with pharma logistics ecosystems Exposure to multilingual orgs, global support operations, and multi-region compliance Familiarity with AppExchange tools for service automation, analytics, or agent productivity Strong problem-solving mindset. Mentoring junior BAs.Success Metrics Improved case resolution times and agent productivity Platform compliance with audit requirements Stakeholder satisfaction and cross-functional alignment Velocity and quality of Service Cloud releases

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