As Global Salesforce Business Analyst & Admin - Sales, you are responsible for analyzing, shaping, documenting, and supporting the implementation of business requirements for the Sales stream within the global Customer Engagement ecosystem (CRM), with a strong focus on Salesforce Life Sciences Cloud and Sales Cloud.
You act as the key interface between Sales stakeholders, Product Owners, technical teams, and regional or local CRM specialists. The role combines strong Business Analysis capabilities with hands-on Salesforce configuration knowledge. You translate business needs into clear, testable user stories and solution concepts and can independently implement approved no-code and low-code changes within the applicable governance framework.
Your focus is on scalable, harmonized, and user-centered Sales solutions. You ensure that global processes can be adopted effectively across regions while enabling appropriate localization for market-specific commercial, operational, and regulatory requirements. You contribute functional and technical expertise across person account management, customer segmentation and targeting, territory alignment, activity and interaction management, opportunity management, account planning, visit planning and execution, consent-aware engagement, automation, data quality, reporting, and related integrations.
Main Responsibilities:
1. Business Analysis and Requirements Engineering
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Lead workshops, interviews, process mapping, and refinement sessions with global and local Sales and Commercial Excellence stakeholders.
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Analyze processes, user needs, pain points, dependencies, risks, and business value, translating them into clear, testable, and traceable requirements, user stories, acceptance criteria, process flows, business rules, and data requirements.
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Challenge demands and identify opportunities to standardize, simplify, reuse, or automate through existing Salesforce capabilities in line with platform strategy and scope.
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Maintain and document the Sales backlog and decisions in JIRA and Confluence, supporting Product Owner prioritization based on value, urgency, risk, effort, dependencies, and strategic alignment.
2. Functional Solution Design and Salesforce Configuration
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Design maintainable solutions for Salesforce Life Sciences Cloud and Sales Cloud with Product Owners, architects, developers, integration specialists, data teams, and other platform streams, using standard functionality, configuration, low-code automation, integration, or custom development as appropriate.
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Configure approved no-code and low-code changes—including objects, fields, layouts, Dynamic Forms, record types, Lightning pages, views, queues, rules, reports, dashboards, and Flow—within established governance and deployment processes.
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Create prototypes where useful and assess end-to-end impacts on processes, data, integrations, automation, reporting, permissions, mobile use, and dependent platform streams.
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Ensure compliance with architecture, security, access-control, data-protection, naming, documentation, and release standards; collaborate with developers when coded solutions such as Apex or Lightning Web Components are required.
3. Sales Process Support
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Serve as functional expert for Sales processes and Salesforce capabilities, including customer and territory management, segmentation and targeting, activities, visits, opportunities, account planning, mobile use, content enablement, automation, and reporting.
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Promote consistent end-to-end processes and data flows across Sales and connected functions and systems, using reusable global templates with controlled localization where justified.
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Identify improvements to field-force productivity, customer coverage and engagement, call and visit effectiveness, pipeline transparency, data quality, and process efficiency.
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Support the responsible adoption of AI-enabled and automation capabilities for Sales use cases, including Agentforce where applicable.
4. Testing, Release, and Deployment Support
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Define test scenarios and expected results, execute functional testing, and support integration, end-to-end, regression, and user acceptance testing.
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Triage defects, clarify expected behavior, support root-cause analysis, and coordinate resolution with the relevant teams.
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Support release planning, readiness, deployment preparation, release notes, post-deployment validation, and hypercare, including prioritization of incidents, defects, process gaps, and enhancements.
5. Stakeholder Collaboration and Enablement
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Build trusted relationships with global and local stakeholders and facilitate decisions by clearly presenting options, trade-offs, impacts, recommendations, and open issues to business and technical audiences.
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Guide local CRM specialists on adoption, training, and complex or escalated topics, and support process documentation, user guidance, release communications, training materials, and enablement concepts.
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Contribute to cross-regional communities of practice and promote consistent Business Analysis and Salesforce configuration standards.
6. Data, Reporting, and Operational Support
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Ensure the quality, consistency, integrity, and appropriate use of Sales data across customer, territory, activity, opportunity, account-planning, consent, and commercial records.
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Define reporting requirements and create or support reports and dashboards for sales steering, territory and activity management, pipeline monitoring, customer coverage, adoption, and continuous improvement.
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Analyze incidents, user feedback, process performance, and platform usage, providing expert functional support and coordinating technical resolution where required.
Requirements / Knowledge to fulfil the position:
- University degree in business administration, economics, IT, engineering, or a related field, or equivalent professional experience.
- At least 5 years’ experience in Business Analysis, CRM, Sales, Commercial Excellence, commercial operations, or a related field—preferably in Pharma or Life Sciences—including requirements elicitation, process analysis, workshop facilitation, user stories, acceptance criteria, backlog refinement, and stakeholder alignment.
- At least 3 years’ hands-on Salesforce Life Sciences Cloud, Veeva, and/or Sales Cloud experience as a Business Analyst, Functional Consultant, Administrator, or comparable role.
- Hands-on knowledge of Salesforce declarative and low-code tools, including Flow, to implement controlled, code-free changes and assess automation impacts, error handling, maintainability, and testing needs.
- Solid understanding of Life Sciences Cloud and Sales Cloud, including accounts and contacts, affiliations, territories, segmentation and targeting, activities and interactions, opportunities, account planning, mobile use, automation, security, data models, reporting, and integrations.
- Experience with agile delivery methods and JIRA/Confluence; functional testing, UAT, defect triage, release support, and hypercare; and role-based access, profiles, permission sets, data protection, auditability, and controlled production deployments.
- Salesforce Business Analyst certification required or expected within an agreed period; Administrator strongly preferred; Sales Cloud Consultant, Platform App Builder, and relevant Life Sciences Cloud credentials advantageous.
- Strong analytical, conceptual, problem-solving, stakeholder-management, facilitation, documentation, and communication skills across business and technical teams, balancing business value, user experience, standardization, risk, and technical maintainability.
- Structured, independent, collaborative, results-oriented, and detail-focused approach with ownership;
- Fluent English, additional languages advantageous; intercultural competence, effectiveness in global environments, and willingness to travel internationally at least 30% as required.
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