Sr Business Systems Analyst (Salesforce Service Cloud/ Experience Cloud)

Overview

Own the strategy, prioritization, and delivery of customer-facing Salesforce capabilities focused on Service Cloud and Experience Cloud. Translate customer and business needs into scalable product capabilities and measurable outcomes.

What you'll do

• Own the product vision, roadmap, and backlog for Salesforce CX capabilities.
• Prioritize requirements based on business value, customer impact, dependencies, risks, and effort.
• Translate business objectives into requirements, epics, features, user stories, and acceptance criteria.
• Lead discovery sessions, workshops, process reviews, and solution discussions.
• Partner with architects, developers, integration teams, UX, QA, and stakeholders on delivery.
• Support Agile ceremonies, UAT, release readiness, go-live, and post-launch stabilization.
• Monitor adoption, feedback, operational metrics, and business outcomes for improvements.

What you'll need

• 5+ years of relevant experience in Product Ownership, Product Management, Business Systems Analysis, or similar roles.
• 3+ years of Salesforce experience, preferably with Service Cloud and Experience Cloud.
• Strong knowledge of customer support processes, including case management, self-service, knowledge management, SLAs, and reporting.
• Experience owning Agile backlogs and writing epics, features, user stories, and acceptance criteria.
• Strong understanding of Salesforce configuration, integrations, platform capabilities, and best practices.
• Strong analytical, communication, organizational, and stakeholder-management skills.
• Salesforce Administrator certification.

Nice to have

• Salesforce certifications such as Service Cloud Consultant, Experience Cloud Consultant, Business Analyst, or Platform App Builder.
• Experience with large-scale global Salesforce implementations.
• Experience with Salesforce customer portals, integrations, APIs, data models, automation, security, or identity concepts.
• Experience tracking product KPIs and using Jira, Azure DevOps, ServiceNow, or similar platforms.
• CSPO, PSPO, SAFe Product Owner/Product Manager, or equivalent certification.

Details

• Location: Bangalore, India.