Salesforce Business Analyst

About the Job

We are looking for a Salesforce Business Analyst to play a central role in our move from a legacy CRM to Salesforce. At IC, Salesforce is where our sales, retention, partner, compliance and support teams work every day, and the rules behind it are rich: who owns a client depends on their region, how they joined and whether they trade or introduce others, and what each team can see depends on role and regulated entity. You will be the bridge between those teams and our developers and QA, turning how the business really works into clear user stories, sound process and access designs, and an org people want to use. If you enjoy untangling complex processes, asking the question nobody has asked yet and seeing a requirement through to UAT, we’d like to hear from you.

What you’ll own

• Run workshops, interviews and process walkthroughs with Sales, Partners, Compliance and Support to understand how work is really done.
• Map current and future-state processes for the CRM migration, from sign-up through onboarding to trading, and identify gaps against the legacy system.
• Write clear user stories with acceptance criteria in Jira, plus BDD scenarios or specifications where a story needs more detail, traceable from business goal to delivered feature.
• Work with the Product Owner, Salesforce Architect, developers and QA to shape scalable solutions that follow Salesforce best practice.
• Contribute to defining data models, assignment rules and access requirements with the Salesforce technical team.
• Plan data migration with the technical team: field mapping, data quality rules and validation of migrated records.
• Maintain process documentation, data dictionaries, user guides and training materials, and drive user adoption after each release.
• Define and run test cases for system, integration and user acceptance testing, support production validation, and triage issues with QA and developers through to root cause.
• Use AI tools such as Claude to draft BRDs, stories and UAT scenarios and to surface edge cases, checking every output before it is used.
• Identify where automation or AI agents could remove manual work for sales and support teams.
• Define how success is measured, such as handling time, manual touches and conversion, and track it after release.
• Run demos and status updates, and communicate progress, risks and dependencies to management.

What you’ll need

Essential

• 5+ years as a Salesforce Business Analyst.
• Proven experience on a CRM migration or system transformation project.
• Strong knowledge of the Salesforce data model and core clouds, especially Sales and Service Cloud.
• Salesforce Administrator, Sales Cloud and Service Cloud Consultant certification.
• User stories, acceptance criteria and process flows that developers and testers can work from without guessing.
• A working understanding of Salesforce security: profiles, permission sets, roles and sharing.
• Experience in trading or financial services: client onboarding, partner management or compliance workflows.
• Agile/Scrum delivery with Jira.
• Effective prompting of AI tools such as Claude, including AI-assisted test case design for UAT.

Desirable

• A business analysis certification, such as Salesforce Certified Business Analyst, IIBA CBAP or CCBA, or PMI-PBA
• Data migration projects and large data sets, including Data Loader or similar tools
• Agentforce and AI-powered automation: defining agent use cases and taking them through UAT
• Brokerage or fintech experience: KYC/AML, trading account types, MT4, MT5 or cTrader, IB models
• Process modelling in tools such as Miro, Lucidchart or Visio
• Basic SQL or SOQL and Postman, to check data and API payloads yourself
• Multi-region, multi-language orgs