First Advantage

Sr. Salesforce Business Analyst (Global Customer Care)- First Advantage (Mumbai and Bangalore)

Bangalore, Karnataka, India - Full Time

As an Sr. Salesforce Business Analyst at First Advantage (FA), you will play a crucial role in documenting and designing business processes within our systems, assessing their impact on core data and operations. A key aspect of success in this position will be the ability to provide quick and accurate evaluations of business processes for Customer Care, which includes channels such as email, chat, phone, and web.
This role requires close collaboration with Customer Care leadership to develop and enhance Salesforce solutions, incorporating AI, automation, and messaging capabilities. The Senior Salesforce Business Analyst will also work with various internal teams, including Customer Care, IT, GTM, and others, to create and implement innovative IT proof-of-concepts aimed at improving key performance indicators (KPIs) and return on investment (ROI) while facilitating business process automation.
The ideal candidate will have over 5 years of experience with Salesforce and a strong passion for delivering solutions that enhance efficiency and productivity across teams. Familiarity with additional platforms such as Amazon Connect, Einstein Bots, and Salesloft is also preferred.
This position is fully remote, but occasional travel may be required for training and team events.

Responsibilities :
 
  • Serve as a SME Resource: Act as a subject matter expert in Salesforce process re-design activities, providing guidance and expertise to optimize workflows.
  • Understand Salesforce Platform Configuration: Leverage knowledge of Salesforce tools—including Flows, Process Builder, Validation Rules, and Lightning App Builder—to collaborate with teams in designing efficient platform solutions.
  • Analyze and Document Processes: Analyze, document, and communicate both system and business processes to ensure clarity and alignment across teams.
  • Document Requirements Specifications: Create detailed documentation of functional, nonfunctional, and operational requirements to support solution development.
  • Develop and Validate User Stories: Write user stories and perform technical reviews to validate requirements and ensure feasibility.
  • Map Workflows and Processes: Document workflows and processes based on business requirements to support solution design and implementation.
  • Support Metrics Reporting: Assist in the collection and reporting of metrics related to requirements and project performance.
  • Design Salesforce Solutions: Contribute to the design of Salesforce solutions using best practices to drive measurable efficiencies across teams at First Advantage.
  • Engage with Stakeholders: Proactively collaborate with managers and end-users to analyze project objectives and define capability requirements, including UI specifications, custom applications, and internal Salesforce interactions.
Skills and qualification :
  • Salesforce Platform Proficiency: Hands-on experience with Salesforce tools such as Flows, Process Builder, Validation Rules, and Lightning App Builder.
  • Business Process Mapping: Ability to map business processes, flows, and data models using tools such as Visio, Lucidchart, or Miro.
  • Security Configuration Knowledge: Experience managing Salesforce security settings for internal and external users, including profiles, roles, and sharing settings.
  • Analytical Skills: Strong analytical skills with proficiency in tools such as Excel, Power BI, Tableau, or similar platforms to derive insights and support decision-making.
  • Communication Skills: Excellent communication skills, with the ability to present findings and insights to both technical and non-technical audiences in a clear and engaging manner.
  • Self-Starter: A self-starter with a continuous improvement mindset, demonstrating initiative and the ability to drive projects forward in a cross-functional environment.
  • Adaptability: Ability to thrive in a fast-paced, dynamic environment, adjusting to changing priorities while maintaining high-quality standards.
  • Salesforce Ecosystem Exposure: Experience with Salesforce Service Cloud, Experience Cloud, or integrations with platforms like AWS is a plus.
  • Knowledge Management Integration: Familiarity with integrating or managing knowledge base content within Salesforce (e.g., Salesforce Knowledge, Experience Cloud) to support user enablement and automation.
Education and Experience :
  • Education: Bachelor’s degree in Business Administration, Computer Science, Information Technology, or a related field. A Master’s degree is a plus.
  • Experience: 5+ years of relevant experience in business analysis, process design, or operations, with hands-on experience as a Business Analyst, Project Manager, Salesforce Consultant, and/or Salesforce Administrator required. Experience should include mapping business processes and data models using tools such as Visio, Lucidchart, or Miro, and managing Salesforce security settings (profiles, roles, sharing rules).
  • Certifications: Salesforce-Certified Administrator and/or Salesforce-Certified Business Analyst preferred. Additional certifications in project management, business analysis, or related platforms (e.g., PandaDoc, Salesloft, ZoomInfo) are advantageous.
Work Location : Mumbai / Bangalore

Joining time needed : 3 weeks

 

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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