Salesforce Lead Business Analyst

Role Summary 

Own business analysis, stakeholder alignment, and basic team leadership on a high‑visibility, customer‑facing Salesforce program for an online pharmacy / patient‑support organization. Translate complex HLS workflows into clear, testable requirements across Salesforce Core, Health Cloud (HLS), Service Cloud, and Data Cloud. Validate software requirements, drive UAT, and ensure delivery quality without focusing on pharmaceutical CSV/GxP clinical validation. Act as the day‑to‑day client contact for requirements and release readiness while guiding a small BA/QA pod to consistent, audit‑ready outcomes. 

Key Responsibilities 

• Requirements & Process Design: Elicit, document, and manage user stories, acceptance criteria, and process maps across contact‑center, prescription intake, benefits verification, refills, and case management. 

• Software Requirements Validation: Establish RTM and coverage from business requirements to functional/non‑functional tests, ensuring scope clarity and change control for Salesforce features (Flows, OmniScripts, LWC, Apex, Data Cloud activations). 

• UAT & Release Readiness: Plan and run UAT; define entry/exit criteria; coordinate defect triage; prepare go/no‑go packets and business sign‑off. Create necessary documentation as outlined by the customer to provide evidence of proper planning and coverage for deployments.  

• Delivery Quality: Maintain standards, templates, and definition‑of‑done across BA/QA deliverables; review story quality, test coverage, and evidence for auditability (non‑clinical). 

• Stakeholder Leadership: Facilitate workshops/playbacks; align pharmacists/ops, care teams, IT, and compliance; escalate trade‑offs in simplicity, usability, risk, and maintainability. 

• Agent & Prompt Design (Optional but Preferred): Partner with product/engineering to specify intents, instructions, grounding context, and evaluation rubrics for Salesforce Agentforce; define agent test scenarios (positive/negative, guardrails) and success metrics. 

• Data Cloud Use Cases: Work with data teams on streams, identity resolution, segments, and activations; ensure privacy‑preserving test data strategies and PHI safeguards. 

• Team Guidance: Provide day‑to‑day direction to 2-3 testers and 4-6 developers; coach on backlog hygiene, story slicing, and stakeholder communication; coordinate with PM/Scrum Master. 

• Continuous Improvement: Monitor Salesforce/HLS releases; adjust backlog and regression suite; codify lessons learned into templates and playbooks. 

Required Qualifications 

• 7+ years in Business Analysis / Product Owner roles, including 3+ years on Salesforce programs. 

• Proven experience validating software requirements, setting RTM, and driving UAT for Salesforce (Flows, OmniScripts, LWC, Apex, integrations). 

• Hands‑on with Service Cloud contact‑center workflows and Health Cloud patient/case management; familiarity with Data Cloud concepts. 

• Strong facilitation and client‑facing communication; ability to lead small pods and maintain delivery quality standards. 

Preferred Qualifications 

• Salesforce certifications (Business Analyst, Administrator, Platform App Builder); HLS Cloud and Data Cloud credentials a plus. 

• Experience specifying and testing Salesforce‑aligned agents (Agentforce), including prompt engineering and guardrail design. 

• Experience in working with projects with executives stakeholder visibility 

• Exposure to telephony/omni‑channel, accessibility, and performance considerations in customer‑facing programs. 

Working Model 

• Agile/Scrum delivery; distributed onshore/nearshore/offshore team; close collaboration with PM/Scrum Master, Architects, and QA Lead. 

• Primary on‑client‑site or remote with periodic travel; acts as the daily voice to business stakeholders for scope, quality, and release readiness.