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Lead Business System Analyst - Service Cloud
Information Technology
India - Hyderabad



The primary or key interface between IT delivery teams and business partner subject matter experts. This role is responsible for gathering, organizing, and documenting business requirements in a shareable, actionable, standardized framework. Salesforce is looking for a Lead IT Business Systems Analyst to join our IT Applications team. The team is growing and it is a great time to join. You will be working on application development for Post-Sales business functions. You will be working with a group of world-class Product Managers, Solution Architects, and Engineers to build scalable breakthrough capabilities and integrations.

The Lead IT Business Systems Analyst will provide initial triage on the intake of a “request” and help to identify business requirements, the “what.”  The BSA translates the business needs into actionable requirements by getting enough information to make a solution possible; help drive clarity to make rational decisions.

The Lead BSA should share an equivalent level of solution subject matter expertise with their business partners and a robust understanding of the technology concepts applicable for the functions. Confident engaging with business and technology partners, the Lead BSA is adept at distinguishing objectives, obstacles, and solutions. Lead BSAs may contribute to solution designs, testing plans and execution, as well as the training, troubleshooting, and project management aspects of addressing business and operational needs.

This role will work on IT applications supporting Post-Sales business functions (such as customer support, customer success, renewals, training, and professional services), working with various scrum teams to deliver amazing solutions with great value for customers, partners and employees.



The Lead Business Systems Analyst collaborates with a group of Product Owners on requirements, business value scoring and success metrics. The BSA drives the requirements gathering process that accurately reflects business needs which includes: risk analysis, “as is” and “to be” process documentation, agnostic of a specific technical solution. The BSA reviews technical solutions for compliance to business process and objectives. The BA coordinates end to end UAT cycle. The BA develops organizational change management framework; group/functional success metrics) acceptance criteria.

As a Lead Business Systems Analyst, you perform the core duties of a BSA and take on a larger role within the BSA Community. You serve on internal teams or committees helping improve processes or create new ones. You may serve as a leader and mentor to other BSA’s, and you use Chatter to answer questions and share your knowledge with the larger team. You will on large-scale projects, whose implementations, issues, requests or projects have greater scope, complexity and require change management. You operate more proactively as opposed to reactively, anticipating issues and averting them before they occur. You work more closely with the Product Owners. As a Lead BSA you feel comfortable with prioritizing and managing multiple projects at a time and working with the Sales, Finance and the Customer Success Group on cross-functional collaboration.



  • 12+ years relevant experience

  • Bachelors Degree or equivalent experience

  • 5+ years in the following roles: technical support, account management, project management and/or consulting.

  • Typically is a specialist in 4-5 product/platform areas.

  • Experience with areas of Support, Services, Training and other Post-Sales business functions.


Able to:

  • Work proactively to predict and minimize potential issues before they arise, and resolves those that do in a timely manner

  • Perform some Product Owner responsibilities; Create product roadmaps, groom backlogs, facilitate with senior leadership

  • Assist with interviews and mentor new team members.

  • Work very comfortably with stakeholders at the executive, department or division level.  

  • Juggle multiple issues, set expectations and prioritize accordingly

  • Research and respond to customer questions

  • Navigate complex situations involving multiple parties

  • Able to communicate effectively in global environment


Familiar with:

  • General Business Processes, especially post-sales processes (Professional Services, Support, Training)

  • Business Applications (CRM) and Automation

  • Salesforce Core product and features

  • Internet Architecture and Cloud Computing Concepts

  • General IT (database, security, networking) concepts and programming concepts

  • Enterprise Application development and delivery and are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. and do not accept unsolicited headhunter and agency resumes. and will not pay fees to any third-party agency or company that does not have a signed agreement with or
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