Business Analyst

Tata Consultancy Services

Key Responsibilities

• Requirements Gathering and Analysis
• Lead structured discovery workshops to capture and analyse functional and non-functional business requirements.
• Translate requirements across Sales Cloud, Service Cloud, Automotive Cloud, and Agentforce workstreams into detailed user stories, process flows, and acceptance criteria.
• Maintain a comprehensive requirements traceability matrix.
• Identify requirement gaps, inconsistencies, or constraints, and resolve them in partnership with Solution Architects and Technical Leads.
• Process Mapping and Optimisation
• Document As-Is business processes and design To-Be processes aligned with Salesforce platform capabilities.
• Identify opportunities for automation and recommend Salesforce-native solutions such as Flows, Approval Processes, and Macros.
• Facilitate process improvement discussions.
• Salesforce Functional Expertise
• Demonstrate strong functional understanding of Sales Cloud, Service Cloud, and Automotive Cloud objects, configuration capabilities, and standard features.
• Support configuration tasks including page layouts, validation rules, record types, assignment rules, and picklist updates.
• Collaborate closely with technical teams to accurately convey functional intent behind customisation needs.
• Maintain awareness of Agentforce and Salesforce AI-powered features.
• User Acceptance Testing (UAT) Coordination
• Lead UAT planning and execution, including test case creation, test script development, and business user coordination.
• Maintain structured defect logs and track retesting cycles.
• Obtain formal business sign-off.
• Stakeholder Communication and Reporting
• Serve as the central liaison between business stakeholders and the delivery team.
• Prepare and deliver sprint demos, status reports, requirement clarifications, and validation updates.
• Maintain organised documentation across collaboration platforms such as SharePoint or Confluence.
• Training and Change Management Support
• Support the development of training content, user guides, and quick-reference materials for end users.
• Assist in performing change impact assessments and execution of change management strategies.
• Facilitate end-user training and provide hands-on support during hypercare and early adoption phases.

Qualifications

• Required: Salesforce Administrator (ADM 201).
• Preferred: Salesforce Business Analyst Certification, Service Cloud Consultant, Sales Cloud Consultant.

Generic Managerial Skills

• Strong verbal and written communication skills, with the ability to engage effectively with senior stakeholders.
• Excellent analytical and problem-solving skills with high attention to detail.