Salesforce Business Analyst

Carnation Infotech; United States; Remote; USD 83,000 - 179,000; Full time

Job summary

Carnation Infotech is seeking a Senior Salesforce Business Analyst / Functional Consultant for a long-term remote engagement with Infosys. You will gather requirements, define functional scope, and advise on CRM best practices across Marketing Cloud and Sales Cloud, including AI tools.

Responsibilities include governance, agile tracking, and user enablement to deliver value-driven CRM solutions. Ideal candidates have strong stakeholder engagement, cloud CRM experience, and hands-on

Qualifications

• Experience gathering, prioritising and translating business needs into functional briefs.
• Advising on CRM best practices, timelines and governance in complex environments.
• Familiarity with Marketing Cloud, Sales Cloud, and AI tools used for CRM projects.

Responsibilities

• Engage with business stakeholders to collect and document functional and reporting requirements.
• Advise on CRM implementation timelines, business rules, and project delivery schedules.
• Define project parameters using Salesforce Marketing Cloud, Sales Cloud, AI tools and related integrations.
• Maintain Jira/Confluence boards, track progress, and provide weekly status updates.
• Support end-users and escalate issues to appropriate technical or business teams.

Skills

Requirements gathering

Stakeholder engagement

CRM domain knowledge

Agile / Jira usage

Communication

Tools

Jira

Confluence

Salesforce Marketing Cloud

Sales Cloud

Agentforce

Vibes

Job description

Role: Senior Salesforce Business Analyst / Functional Consultant
Work Mode: Remote
Engagement: Long-Term Contract

Client: Infosys
Shift Timing: 11:00 AM - 8:00 PM IST
Working Hours: 8 hours per day

We are looking for an experienced Senior Salesforce Business Analyst / Functional Consultant for a long-term CRM consulting engagement.

Scope of Work:

The Consultant will report to the CRM Lead / Project Manager and execute the following activities:

• Requirements Gathering & Functional Scoping: Engage directly with key business stakeholders to collect, prioritise, scope, and document functional and reporting requirements. Translate business and operational needs into clear functional briefs and outputs for technical delivery.
• Strategic Advisory & Timelines: Advise management and business units on CRM implementation best practices, operational business rules, and realistic project delivery schedules; drawing on experience across non-profit and UN system environments.
• Quantum CRM Governance & Engagement: Build a thorough understanding of key business focal points and engagement models for Quantum CRM. Advise on when and how to consult with business units when engaging with users and enforce established business rules that inform system setup.
• Platform Innovation & Project Definition: Apply functional knowledge of Salesforce Marketing Cloud, Sales Cloud, AI tools (Agentforce) to define project parameters, facilitate business onboarding, and design digital solutions. Engage with business where relevant for value-driving projects outside of current CRM Scope (Implementing Partner Management, Global Directory integrations, BIMI for Emailing, Donor Portal Development etc.).
• User Support & Knowledge Management: Provide basic functional support to end-users on operational and usage questions, directing technical bugs or engineering escalations to the appropriate technical or business teams. Understand business process to identify relevant teams and support focal points. Maintain knowledge management resources; adding resources as produced and necessary.
• Agile Management & Reporting: Maintain workstreams, user stories, and documentation within clients existing tools (Jira) according to change management standards. Deliver bi-weekly status updates confirming completed tasks, highlighting progress, and identifying potential blockers or timeline risks early.

Consultant Roles & Responsibilities:

• Business Liaison: Collaborate with business partners to collect requirements, prioritise backlogs, scope solutions, and brief development teams.
• Functional Advisor: Advise business leads on CRM best practices, delivery timelines, and business rules governing system configuration.
• User Enablement: Support users with system queries, maintain strong awareness of organisational focal points, and route technical escalations efficiently.
• Solution Definition: Utilise expertise in Marketing Cloud, Sales Cloud, AI (Agentforce), and Vibes to define project scope and onboard relevant business units.
• Agile Tracking: Maintain Jira/Confluence boards, deliver weekly progress reports, and coordinate vendor implementation activities.

Responsible Use of Artificial Intelligence:

The use of artificial intelligence (AI) tools by the Consultant shall be limited to exceptional and appropriate circumstances and shall not substitute for the Consultant's own research, professional judgement, analysis or writing. Any use of AI must comply with applicable policies, standards and guidance, including the Principles for the Ethical Use of Artificial Intelligence. Consultants shall remain fully responsible for verifying the accuracy, reliability, originality and integrity of any AI-assisted content incorporated into the deliverables.