Lead Salesforce Business Analyst - Service & 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

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.