Salesforce Business Analyst – CPQ, Sales Cloud & Service Cloud

Key Responsibilities:

• Collaborate with business stakeholders to gather, document, and prioritize functional and technical requirements related to CPQ, Sales, and Service processes.
• Translate business needs into detailed user stories, process flows, and functional specifications.
• Work with Salesforce administrators, developers, and QA teams to ensure requirements are understood and implemented accurately.
• Lead workshops and design sessions to define optimal Salesforce solutions, particularly around Quote-to-Cash, Lead-to-Order, Case Management, and Customer Support processes.
• Serve as a subject matter expert in Salesforce CPQ configurations, pricing rules, product bundles, and approval workflows.
• Drive enhancements and optimization of Sales Cloud features like lead management, opportunity management, forecasting, and pipeline visibility.
• Support Service Cloud capabilities including case management, knowledge base, SLAs, and omnichannel routing.
• Conduct user acceptance testing (UAT), training, and post-deployment support.
• Maintain documentation and ensure compliance with data governance, security, and best practices.

Required Skills and Experience:

• 5+ years of Salesforce experience with at least 2+ years in CPQ, and deep functional knowledge of Sales and Service Cloud.
• Experience working with Salesforce CPQ – configuration, rules, discounting, quoting, approvals.
• Strong understanding of CRM processes including Lead-to-Order, Quote-to-Cash, and Case Lifecycle.
• Experience working in Agile/Scrum environments.
• Excellent communication, stakeholder management, and presentation skills.
• Strong problem-solving skills and ability to work independently or in a team.

Preferred Qualifications:

• Salesforce certifications (e.g., Salesforce Administrator, Sales Cloud Consultant, Service Cloud Consultant, CPQ Specialist).
• Experience with integration tools (e.g., MuleSoft) and AppExchange products.
• Exposure to Einstein Analytics, Lightning Flows, and Experience Cloud is a plus.