Senior Business Analyst – Salesforce, Enterprise Platforms

In All Media

. Elicit, analyze, and document complex business requirements through stakeholder interviews, process observation, and interactive workshops .

Posted 10/14/2026full-timeRemote • Philippines, Singapore, India, Malaysia, Sri LankaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in requirements gathering, process modeling using BPMN, and translating business needs into user stories and BRDs. Proficient in leading UAT strategies and managing stakeholder communications within Agile/Scrum frameworks.

Highest-signal resume keywords

Business Requirements Document (BRD) DevelopmentBPMN/Swimlane Process ModelingSalesforce CRM ExperienceUAT Planning and ExecutionAgile/Scrum Methodology

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Requirements GatheringUser Story WritingAcceptance Criteria DefinitionData Flow AnalysisAPI ConnectivityTest Case DevelopmentDefect ManagementChange ManagementOperational Process MappingAI-Driven Feature Requirements

Soft Skills

Excellent Communication SkillsStakeholder Engagement

Tools & Technologies

Salesforce Service CloudJiraConfluence

Industry Keywords

Customer Service OperationsContact CentersCustomer Support TechnologiesOmni-Channel RoutingDeclarative Configuration

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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