Senior Business Analyst – Salesforce, Enterprise Platforms

• Elicit, analyze, and document complex business requirements through stakeholder interviews, process observation, and interactive workshops
• Translate business needs into user stories, functional specifications, and Business Requirements Documents (BRDs)
• Define business rules, measurable success metrics, and acceptance criteria for automated and AI-enabled workflows
• Maintain end-to-end traceability from initial business needs to technical solutions
• Map current-state and future-state operational processes using BPMN and swimlane diagrams
• Analyze data models, data flows, and configurations to identify operational gaps and dependency risks
• Collaborate with Product Managers, Solution Architects, Developers, and QA engineers
• Participate in Agile/Scrum ceremonies and provide functional input on API connectivity, data migration, and middleware integration
• Lead UAT strategy, develop test scenarios, map requirements to test cases, coordinate execution, and manage defect triage and validation
• Maintain decision logs, knowledge-transfer documentation, and change-control materials
• Assist with change-management strategies and stakeholder communications
• Track project status, risks, and dependencies
• Bridge business stakeholders and technical execution teams to support Salesforce-based customer service modernization across APAC

• 5+ years of hands-on experience as a Business Analyst in an enterprise technology environment
• Advanced skill in requirements gathering, BPMN/swimlane process modeling, writing user stories and BRDs, and defining acceptance criteria
• Proven experience with Salesforce or comparable major enterprise CRM platforms
• Strong technical comprehension of system integrations, cross-system data flows, and API connectivity
• Hands-on experience leading UAT planning, test case execution, stakeholder testing coordination, and defect management
• Direct experience operating within Agile/Scrum delivery frameworks
• Excellent written and verbal communication skills
• Experience in large-scale Salesforce Service Cloud implementations, Omni-Channel routing, case management workflows, standard object models, and declarative configuration capabilities (Flows, Process Builder) preferred
• Domain experience in customer service operations, contact centers, or customer support technologies preferred
• Experience gathering requirements for AI-driven features preferred
• Basic exposure to prompt engineering, evaluating generative AI tools, defining data readiness, and Einstein AI tools within Service Cloud preferred
• Proficiency with Jira and Confluence preferred
• Ability to work standard Asia-Pacific (APAC) business hours
• English required for interviews, documentation, and daily communication

• Fully remote work arrangement
• Permanent full-time employment
• APAC business-hours alignment
• Opportunity to work with international clients and remote, distributed teams
• Work on large enterprise Salesforce modernization and optimization initiatives