About the Role
The Senior Business Analyst will work with business units and technology teams to identify, scope, and deliver AI innovation opportunities across our Salesforce platform landscape — including Salesforce Agentforce, Data Cloud (Data 360), and Model Context Protocol (MCP)-based integrations, as well as adjacent AI tooling. The role focuses on hunting for value opportunities for sales teams; understanding the data and process foundations required to ground AI agents; and defining requirements and functional specifications that bridge business needs with emerging AI capabilities.
Responsibilities
- Partner with business and product teams to identify opportunities where AI agents, automation, and data unification can remove friction, reduce cost, or improve customer/employee experience
- Document current-state business processes and design future-state processes that incorporate Salesforce Agentforce agents, Data Cloud (Data 360), and MCP-based integrations
- Gather business requirements, high-level user stories, and acceptance criteria for AI agent workflows — including agent actions, guardrails, escalation paths, and human-in-the-loop checkpoints
- Assess data readiness for AI use cases (data quality, identity resolution, harmonisation) in partnership with data engineering teams supporting Data 360
- Plan and facilitate workshops to scope AI/agentic use cases, evaluate feasibility, and align stakeholders on priority and sequencing
- Work with technology teams (Salesforce, data engineering, AI/ML engineers) to produce detailed user stories and acceptance criteria that support development and QA, including for Agentforce agent builds and MCP server/tool integrations
- Maintain stakeholder expectations, communicate trade-offs of AI-driven solutions (accuracy, latency, cost, risk), and raise issues to project/product managers as needed
- Develop "trusted advisor" relationships with senior stakeholders through effective communication about AI capabilities, limitations, and responsible use
- Perform analysis on existing systems and processes to identify where AI/agentic solutions are technically and commercially viable versus where traditional automation is a better fit
- Track the evolving Agentforce, Data Cloud, and MCP/agentic-AI landscape, and translate relevant developments into concrete opportunities for the business
- Support change management and user adoption for AI-driven process changes, including documentation and enablement materials
Requirements
- Proven experience in process modelling (BPMN standard), eliciting business requirements, and translating them into clear user stories and acceptance criteria
- Hands-on experience with the Salesforce platform (Sales Cloud / Service Cloud); working knowledge of, or strong interest in, Salesforce Agentforce and Data Cloud (Data 360)
- Working familiarity with core AI/agentic concepts — prompt engineering, retrieval-augmented generation (RAG), tool/function calling, and Model Context Protocol (MCP) — sufficient to translate business needs into technical requirements
- Understanding of data architecture fundamentals (data unification, identity resolution, data quality) as they relate to grounding AI agents on trustworthy data
- Solid understanding of software development methodologies, platforms, and tools, including how AI/agentic components fit into standard SDLC
- Demonstrated ability to plan and facilitate small to medium-sized workshops, including cross-functional AI use-case discovery sessions
- Strong verbal and written communication skills, with the ability to translate complex AI/technical concepts for non-technical stakeholders and vice versa
- Hands-on experience working in agile environments using recognised delivery frameworks such as Agile, Scrum, and Kanban
- Experience performing the Business Analyst role across the full software development lifecycle
- Experience with Lead-to-Cash processes and Salesforce
- Exposure to data analytics and data-driven decision-making, and familiarity with tools such as Jira, Confluence, Slack, Microsoft Office, and Microsoft Teams
- A genuine curiosity about AI and a habit of continuous learning — this space moves fast, and the role requires staying current
Nice to Have
- Exposure to Salesforce Einstein, Copilot Studio, or comparable generative AI platform features
- Basic SQL or Python skills for exploring data sets and validating AI/data outputs
- Awareness of responsible AI principles (bias, privacy, explainability, human oversight)
- Salesforce certifications (e.g., AI Associate, Agentforce Specialist) or equivalent demonstrated learning
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