Senior Business Analyst - Salesforce

Job Title: Senior Business Analyst - Salesforce Company: Dr. Martens plc Job Category: Salesforce Roles & Responsibilities: * Partner with Product Managers, Delivery Managers, and Customer Service Operations teams to capture, prioritize, and translate business requirements into actionable Salesforce Service Cloud solutions. * Collaborate with stakeholders across Customer Support, Digital Experience, and Technology teams to understand business needs and identify opportunities for process improvement. * Analyze and document as\- is customer service processes, identifying opportunities to improve efficiency, service quality, and customer satisfaction. * Act as the bridge between business and technology, translating complex business needs into clear technical specifications for development teams. * Facilitate workshops, requirement gathering sessions, process mapping exercises, and solution reviews with business stakeholders. * Support integration initiatives between Salesforce Service Cloud and other enterprise systems. Collaborate with SFSC Administrators, developers, QA team, and integration teams throughout the delivery lifecycle. * Communicate progress, risks, and dependencies clearly to stakeholders, maintaining transparency throughout the delivery lifecycle. * Provide ongoing support and training to users on new systems and processes, ensuring adoption and continuous improvement. * Develop and maintain comprehensive documentation for business processes, technical specifications, and system configurations. We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF . ACT COURAGEOUSLY . SHOW YOU CARE . * Great relationship management that delivers results through effective teamwork * You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same * You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance \& support to other team members * You will take ownership for your own development, proactively seeking out feedback to build self\-awareness * You will bring the outside\-in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving * You’ll lead the way and role model on all things DE\&I \& wellbeing Work Location: Bengaluru, Karnataka, India Availability: Full time

Must\-Have Skills: * Proven experience as a Business Analyst for Salesforce Service Cloud solutions in an agile delivery environment. * Strong platform awareness of Salesforce Service Cloud capabilities and customer service operations. * Experience gathering and documenting business requirements, creating user stories, acceptance criteria, and process workflows. * Advanced understanding of customer support processes, case management workflows, service operations, and customer experience best practices. * Experience of facilitating workshops and engaging stakeholders across business and technical teams. * Excellent analytical and problem\-solving skills. * Ability to translate business requirements into technical specifications. * Strong communication and collaboration skills to work effectively with cross\-functional teams. Technical Skills: * Proficiency in Salesforce Service Cloud. * Familiarity with Salesforce platform architecture and data models. * Familiarity with agile methodologies and tools (e.g., JIRA, Confluence). * Experience with data analysis and reporting tools. * Understanding of integration technologies, APIs and enterprise systems. * Knowledge of SQL and database management. Soft Skills: * Communication: Clearly articulating business requirements and technical concepts to stakeholders. * Collaboration: Working effectively with cross\-functional teams to achieve common goals. * Adaptability: Being flexible and open to changes in a dynamic, agile environment. * Problem\-solving: Approaching challenges with a solution\-oriented mindset. * Attention to Detail: Ensuring accuracy and thoroughness in documentation and analysis. * Time Management: Prioritising tasks and managing time efficiently to meet deadlines. * Empathy: Understanding user needs and perspectives to create user\-friendly solutions. * Continuous Learning: Staying updated with the latest industry trends and technologies. * Strategic Thinking: Aligning business analysis efforts with organisational goals and objectives. Education: * Bachelor’s degree in Computer Science, Information Systems, or a related field. * Relevant Salesforce certifications are a plus (eg: Salesforce Certified Administrator, Salesforce Certified Business Analyst, Salesforce Service Cloud Consultant) are a plus. * Relevant certifications (e.g., Certified ScrumMaster, PMI\-ACP, SAFe Agilist) are a plus. Key Skills: Salesforce Salary: Not disclosed