Salesforce Functional Consultant

NTT America, Inc.; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Flexible work options

Learning & Development

Job summary

NTT DATA UK & Ireland seeks an experienced Senior Salesforce Business Analyst to lead strategic CRM initiatives within a global team. You will bridge business and technical stakeholders, shaping Salesforce solutions to enhance user experience, productivity, and growth.

Responsibilities include end-to-end delivery of Salesforce projects, stakeholder workshops, and ensuring alignment between business goals and technical outcomes.

Qualifications

• 5+ years of experience as a Salesforce Business Analyst on large, complex Salesforce implementations.
• Thorough experience writing acceptance criteria for functional/non-functional requirements, processes, features and rules.
• Deep understanding of Salesforce Sales Cloud, Service Cloud, and other key modules.
• Strong grasp of CRM business processes (sales, service, marketing, customer engagement).
• Excellent requirements gathering, documentation, and stakeholder management skills.

Responsibilities

• Lead end-to-end Salesforce initiatives from analysis to design, testing, and implementation.
• Collaborate with cross-functional teams to deliver scalable Salesforce solutions.
• Translate business needs into clear technical requirements and align goals with outcomes.
• Conduct stakeholder workshops and gap analyses to identify Salesforce improvements.
• Serve as primary liaison between business and technical teams throughout the project lifecycle.
• Partner with Salesforce technical team to validate solutions and manage change requests.
• Develop use cases, process flows, and functional documentation for configurations and future enhancements.
• Champion Salesforce platform adoption through training and user support.
• Stay updated with Salesforce releases and industry trends to propose innovative solutions.

Skills

Sales Cloud

Service Cloud

Stakeholder management

Requirements gathering

Agile methods

Communication

Workshop facilitation

Data migration

Tools

Jira

Confluence

Job description

The team you'll be working with:

As part of our continuous growth, we are seeking a Senior Salesforce Business Analyst to join our dynamic team. This role is instrumental in leading strategic CRM initiatives, bridging the gap between technical and business stakeholders, and driving clarity, efficiency, and innovation across the Salesforce ecosystem. You will play a pivotal role in shaping and optimising Salesforce solutions that enhance user experience, improve productivity, and accelerate business growth.

What you'll be doing:

• Lead end-to-end Salesforce initiatives — from business analysis and requirements gathering to solution design, testing, and implementation.




• Collaborate with cross-functional teams including business users, developers, solution architects, and project managers to deliver scalable and high-quality Salesforce solutions.




• Translate business needs into clear, actionable technical requirements, ensuring alignment between business goals and technical outcomes.




• Conduct stakeholder workshops, discovery sessions, and gap analysis to identify opportunities for CRM improvements and automation.




• Serve as the primary liaison between business and technical teams, ensuring effective communication and collaboration throughout the project lifecycle.




• Partner with the Salesforce technical team to validate solutions, manage change requests, and ensure adherence to best practices.




• Develop use cases, process flows, and functional documentation that guide system configuration and future enhancements.




• Champion Salesforce platform adoption through training, user support, and continuous process optimization.




• Stay up to date with Salesforce releases, emerging technologies, and industry trends to propose innovative solutions that drive business value.

What experience you'll bring:

• 5+ years of experience as a Salesforce Business Analyst, with proven experience on large, complex Salesforce implementations.




• Thorough experience in writing acceptance criteria related to functional and non-functional requirements, business processes, features, user stories and business rules.




• Deep understanding of Salesforce Sales Cloud, Service Cloud, and other key Salesforce modules .




• Strong grasp of CRM business processes (sales, service, marketing, customer engagement).




• Excellent requirements gathering, documentation, and stakeholder management skills.




• Ability to analise complex business problems and recommend effective Salesforce-based solutions.




• Experience working in Agile environments and familiarity with tools such as Jira, Confluence, or similar.




• Salesforce certifications (e.g., Salesforce Certified Administrator, Business Analyst, or Sales/Service Cloud Consultant) preferred.




• Exceptional communication, facilitation, and presentation skills .




• Experience working with global teams or enterprise-level clients .




• Understanding of data migration, integration, and analytics within the Salesforce ecosystem.




• Proven ability to lead workshops and influence decision-making at senior levels.




• A passion for continuous improvement and delivering measurable business outcomes.

Who we are:

At NTT DATA, you have endless opportunities to think big, act bold and take ownership. As a $30+ billion business and technology services, AI and digital infrastructure leader, we co-innovate solutions with clients and partners globally for business and societal impact. Serving 75% of the Fortune Global 100, with experts in over 70 countries, we encourage experimentation and recognize great work. Proudly a Global Top Employer, NTT DATA is part of NTT Group, which invests over $3 billion annually in R&D. Make this the place where you belong, learn, and build your network. Make this the place where you grow.

what we’ll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

You can find more information about NTT DATA UK & Ireland here: https://uk.nttdata.com/

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.