Senior Salesforce Business Analyst

Capgemini; Warszawa; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private medical care with Medicover

Life insurance

Hybrid working model

70+ training tracks

Job summary

Capgemini Polska is seeking a Senior Salesforce Business Analyst to bridge business and technology in large Salesforce transformation programs for international clients. You will shape solutions for sales, service and data usage, from discovery workshops to user stories and functional specs, including AI-driven features on Agentforce and Data Cloud.

You will join Digital Customer Experience (DCX) in Poland, a large Salesforce delivery team serving financial services, telco, utilities,

Qualifications

• At least 5 years of experience as a Business Analyst in CRM / Salesforce projects, ideally in international delivery environments.
• Strong hands-on knowledge of Salesforce configuration (Sales Cloud and/or Service Cloud); Experience Cloud or Industry Clouds as a plus.
• Interest in Agentforce, Salesforce AI, and how AI-powered features can reshape classic CRM and service processes is nice to have.
• Experience running workshops, writing user stories, and creating functional documentation for complex business processes.
• Good understanding of CRM processes — lead-to-cash, opportunity management, case/incident management, field service, partner/dealer management, or customer onboarding — and how they translate to the Salesforce data model.
• Familiarity with Agile delivery (Scrum, Kanban) and tools such as Jira and Confluence.
• Salesforce Administrator certification required; Business Analyst or Sales Cloud / Service Cloud Consultant certifications strongly preferred.
• Excellent communication and stakeholder management skills, and very good command of English (C1) enabling fluent work with international clients.

Responsibilities

• Leading discovery workshops with business stakeholders to identify pain points, process gaps, and transformation opportunities.
• Translating business needs into user stories, functional specifications, process flows, and acceptance criteria.
• Configuring Salesforce (objects, fields, record types, page layouts, permissions, Flows, reports, and dashboards) to implement agreed solutions.
• Facilitating communication between business users, developers, architects, and QA throughout the delivery lifecycle.
• Running demos, UAT sessions, and change enablement activities with client teams.
• Ensuring solutions follow Salesforce best practices, scale with the client's roadmap, and leverage out-of-the-box capabilities before custom development.
• Supporting pre-sales activities, effort estimations, and solution scoping for new opportunities.
• Mentoring junior analysts and contributing to our internal Business Analysis community and delivery standards.

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

As a Senior Salesforce Business Analyst, you will bridge business and technology in large Salesforce transformation programs for international clients. You will shape solutions that directly affect how sales teams sell, how service teams support customers, and how organizations use their data. You own the discovery and design of functional solutions - from stakeholder workshops, through user stories and functional specs, to validating that what we deliver actually solves the business problem - increasingly with AI-driven features built on Agentforce and Data Cloud.

Your project

Digital Customer Experience (DCX) practice - one of the largest Salesforce delivery teams in Poland. We work across the full Salesforce ecosystem (Sales, Service, Experience, Data Cloud, Agentforce, Industry Clouds) and deliver to clients from financial services, telco, utilities, manufacturing, retail, life sciences, and the public sector. Depending on your profile and preferences, you will be assigned to a project that best fits your skills and career goals.

• leading discovery workshops with business stakeholders to identify pain points, process gaps, and transformation opportunities;
• translating business needs into user stories, functional specifications, process flows, and acceptance criteria;
• configuring Salesforce (objects, fields, record types, page layouts, permissions, Flows, reports, and dashboards) to implement agreed solutions;
• facilitating communication between business users, developers, architects, and QA throughout the delivery lifecycle;
• running demos, UAT sessions, and change enablement activities with client teams;
• ensuring solutions follow Salesforce best practices, scale with the client's roadmap, and leverage out-of-the-box capabilities before custom development;
• supporting pre-sales activities, effort estimations, and solution scoping for new opportunities;
• mentoring junior analysts and contributing to our internal Business Analysis community and delivery standards.

Your profile

• at least 5 years of experience as a Business Analyst in CRM / Salesforce projects, ideally in international delivery environments;
• strong hands-on knowledge of Salesforce configuration (Sales Cloud and/or Service Cloud); Experience Cloud or Industry Clouds as a plus;
• interest in Agentforce, Salesforce AI, and how AI-powered features can reshape classic CRM and service processes is nice to have;
• experience running workshops, writing user stories, and creating functional documentation for complex business processes;
• good understanding of CRM processes — lead-to-cash, opportunity management, case/incident management, field service, partner/dealer management, or customer onboarding — and how they translate to the Salesforce data model;
• familiarity with Agile delivery (Scrum, Kanban) and tools such as Jira and Confluence;
• Salesforce Administrator certification required; Business Analyst or Sales Cloud / Service Cloud Consultant certifications strongly preferred;
• excellent communication and stakeholder management skills, and very good command of English (C1) enabling fluent work with international clients.

What You'll love about working here?

• Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports card.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Architects, Google) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair).
• Community Hub that will allow you to choose from over 20 professional communities that gather people interested in, among others: Salesforce, Java, Could, IoT, Agile, AI.

Get to know us!

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram - @capgeminipl or visit our Facebook profile - Capgemini Polska. You can also find us on YouTube.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.