Salesforce Functional Analyst

Kyndryl Solutions Private Limited; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Be Well program

Learning opportunities

Job summary

Kyndryl is seeking a Functional Analyst - Salesforce to support a European banking client with Salesforce solutions and digital transformation. You will bridge business and technical teams, translate requirements into functional specs, and guide end-to-end delivery with Product Owners, developers, QA, and operations.

With strong knowledge of Salesforce Sales Cloud, Service Cloud, and 360, you will contribute to onboarding, customer service, case management, and workflow automation.

Qualifications

• Experience with Salesforce Sales Cloud, Service Cloud, and Customer 360.
• Ability to translate business requirements into functional specs and acceptance criteria.
• Strong stakeholder management and Agile delivery experience.

Responsibilities

• Gather and validate business requirements from stakeholders.
• Translate requirements into BRDs, FSDs, user stories, and data flows.
• Collaborate with Salesforce developers and QA in Agile ceremonies.
• Support SIT/UAT, traceability, and production change activities.

Skills

Salesforce Sales Cloud

Salesforce Service Cloud

Agile Scrum

Stakeholder management

User stories

BRD & documentation

Tools

Jira

Confluence

ServiceNow

DevOps

Job description

Functional Analyst - Salesforce

Who We Are At Kyndryl

We run and reimagine the mission‑critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI‑powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well‑being is prioritized and your potential can thrive.

The Role

Kyndryl is seeking an experienced Functional Analyst - Salesforce to support a leading European Banking client in delivering business‑critical Salesforce solutions and digital transformation initiatives. The Functional Analyst will act as the bridge between business stakeholders, product owners and technical teams, translating business requirements into functional specifications, user stories, and solution designs. The role requires strong expertise in Salesforce capabilities, banking business processes, stakeholder management, Agile delivery, testing support, and production change initiatives. The successful candidate will work closely with Product Owners, Business Users, Salesforce Developers, Architects, QA Teams, and Operations Teams to ensure successful delivery and adoption of Salesforce solutions.

Key Responsibilities

• Gather, analyze, document, and validate business requirements from stakeholders and process owners.
• Translate business requirements into functional specifications, user stories, business rules, and acceptance criteria.
• Conduct impact assessments and ensure end‑to‑end traceability from requirements through implementation and testing.
• Analyze, design, and optimize business processes utilizing Salesforce platform capabilities and best practices.
• Support CRM, Client Onboarding, Customer Service, Case Management, Lead & Opportunity Management, and Workflow Automation processes.
• Collaborate with Salesforce development teams to ensure accurate implementation of functional requirements.
• Review and validate proposed technical solutions from a business and functional perspective.
• Participate in Agile ceremonies, including Sprint Planning, Daily Stand‑ups, Backlog Refinement, Sprint Reviews, and Retrospectives.
• Prepare and maintain project documentation such as BRDs, Functional Specification Documents (FSDs), User Stories, Process Flows, and Data Flow Diagrams.
• Support SIT/UAT testing, defect management, stakeholder communication, business readiness activities, and serve as the primary liaison between business and IT teams.

Required Technical and Professional Experience

• 6+ years of IT experience, including 4+ years as a Functional Analyst or Business Analyst and 3+ years working with Salesforce platforms.
• Strong functional expertise in Salesforce Sales Cloud, Service Cloud, Lightning Experience, Case Management, and Customer 360 solutions.
• Experience gathering, analyzing, and documenting business requirements, functional specifications, and user stories.
• Skilled in process mapping, gap analysis, impact analysis, acceptance criteria definition, and business workflow optimization.
• Proficient in Salesforce security, profiles, reports, dashboards, data management, and integration concepts.
• Experience supporting Salesforce enhancements, releases, data migration initiatives, and application lifecycle management activities.
• Strong knowledge of Agile/Scrum methodologies with hands‑on experience in sprint planning, backlog refinement, and user acceptance testing (UAT).
• Familiarity with Jira, Confluence, ServiceNow, and DevOps concepts for project delivery and support operations.
• Experience working with Banking or Financial Services organizations, supporting CRM and customer‑facing business processes.

Preferred Professional and Technical Expertise

• Strong stakeholder management, communication, and collaboration skills, with the ability to bridge business and technical teams effectively.

You’re good at what you do

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer‑focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Your future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for Cloud Hyperscalers that you won’t find anywhere else, including hands‑on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find yourated with Who You Are.

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging—being a valued, respected, trusted member of the team— is fundamental to our culture and fueling great experiences for our customers. That’s The Kyndryl Way.

What You Can Expect

Our dynamic, hybrid‑friendly culture that supports your well‑being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in‑dem‑d skills to grow your career and achieve your ambitions with access to cutting‑edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands‑on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that.

Ready to make an impact?

Join us and help shape what’s next.