Lead Business Analyst (Service Cloud, Sales Cloud)

EPAM Systems, Inc.; Poland; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Multisport card

Shopping vouchers

Referral bonuses up to $2,000

Relocation opportunities

Remote work within Poland

Job summary

EPAM Systems, Inc. is seeking a Lead Business Analyst with deep Salesforce Service Cloud and Sales Cloud expertise to drive requirements gathering, process design and solution validation across a global CRM program spanning Marketing, Sales and Customer Support.

You will map current and future state processes, write Given/When/Then user stories, run workshops, mentor other analysts and ensure GDPR-compliant data visibility while coordinating regional variations.

Qualifications

• 5+ years of experience as a Business Analyst on Salesforce or enterprise CRM.
• Experience mapping current-state and future-state processes across CRM lifecycle.
• Experience in Agile delivery with 2-week sprints and DoR/DoD gate discipline.
• Strong stakeholder-facing communication and workshop facilitation.
• Knowledge of Salesforce Sales/Service/Marketing Cloud.
• Experience with ERP/CRM integration projects (SAP/JD Edwards/Dynamics).

Responsibilities

• Gather, document and validate business requirements from stakeholders across Marketing, Sales and Customer Support.
• Map current-state and future-state processes across Lead-to-Order lifecycle.
• Prepare user stories and acceptance criteria in Given/When/Then format.
• Assist with workshop preparation, facilitation and note-taking during regional scope reviews.
• Coach other BAs to translate L1–L3 requirements into implementable user stories mapped to Salesforce clouds.
• Facilitate solution validation activities, including sprint demos and UAT preparation.
• Maintain requirements documentation using client tooling for backlog management and design docs.
• Collaborate with Global Process Owners and SMEs to capture regional variations while maximizing Global Core.
• Contribute to GDPR-related design decisions covering data visibility and opt-in flows.

Skills

Salesforce CRM

User stories

Agile

Stakeholder management

Requirements gathering

Process mapping

Workshop facilitation

Tools

Azure DevOps

Jira

Confluence

Job description

We are seeking a Lead Business Analyst with strong expertise in Salesforce Service Cloud and Sales Cloud to drive requirements gathering, process design and solution validation across a global CRM transformation program spanning Marketing, Sales and Customer Support domains.ResponsibilitiesGather, document and validate business requirements from stakeholders across Marketing, Sales and Customer Support domainsMap current-state and future-state processes across the Lead-to-Order lifecycle, from Prospect to Lead through Issue to ResolutionPrepare user stories and acceptance criteria in Given/When/Then format, ensuring stories meet Definition of Ready before Sprint Backlog entryAssist with workshop preparation, facilitation and note-taking during regional scope reviews across EMEA, NA/SA and APAC/India/ChinaCoach other Business Analysts to translate L1–L3 requirements into implementable user stories mapped to Salesforce cloudsFacilitate solution validation activities, including sprint demos, UAT preparation and defect triageMaintain requirements documentation using client-provided tooling for backlog management and design documentationCollaborate with Global Process Owners, Business SMEs and Divisional/Regional Leads to capture regional variations while maximizing the Global CoreContribute to GDPR-related design decisions covering data visibility and opt-in flowsRequirements5+ years of experience as a Business Analyst on Salesforce or other enterprise CRM implementationsSkills in writing user stories and acceptance criteria using Given/When/Then behavior-driven formatKnowledge of at least one Salesforce cloud such as Sales, Service or Marketing CloudExperience in Agile delivery with 2-week sprints, including Definition of Ready and Definition of Done gate disciplineCompetency in process mapping and current-state / future-state modelingFamiliarity with Azure DevOps, Jira and Confluence for backlog management and documentationStrong stakeholder-facing communication skills with the ability to run and document workshopsExcellent written and spoken EnglishNice to haveBackground in aftermarket, spare parts or service quoting processesExperience on multi-region or multi-division rolloutsBackground in manufacturing or industrial-goods domainFamiliarity with integration-heavy projects involving ERP and CRM systems such as SAP, JD Edwards and DynamicsWe offerWe gather like-minded people:Top tech minds driving innovation in AI, cloud and digital platform modernizationSupportive team and agile, startup-like cultureHybrid by design mode and opportunity to work remotely within PolandChance to work abroad for up to 60 days annuallyBusiness-driven relocation opportunitiesWe provide growth opportunities:Career development programsThought leadership, mentoring, soft skills and well-being programsCertification (Anthropic, Gemini, GCP, Azure, AWS)English classesWe cover it all:Stable payParticipation in the Employee Stock Purchase Plan with a 15% discountBenefits package (health insurance, multisport, shopping vouchers)Referral bonuses up to $2,000Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and moreCorporate, social and well-being eventsPlease, note:Benefits listed above are available to employees onlyWe are open for working with Contractors. Terms of B2B cooperation agreements are agreed individuallyWe will reach out to selected candidates exclusivelyEPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.