Business Analyst (Salesforce)

• Serve as the bridge between business users, internal IT teams, and Salesforce implementation partners to ensure platform solutions meet real business needs.

• Gather, analyze, and document business requirements across departments, including Customer Service, Sales, Operations, and beyond.

• Translate business needs into scalable Salesforce solutions and workflows, focusing on usability, performance, and business impact.

• Define and maintain platform-wide process flows, data models, and system integrations between Salesforce and core systems (e.g., onboarding, trading platforms, KYC, etc.).

• Participate in platform roadmap planning and help prioritize enhancements and new modules.

• Support testing, deployment, and change management activities.

• Stay up-to-date on Salesforce capabilities and advise internal teams on how to leverage platform features effectively.

• Contribute to platform governance and best practices to ensure maintainability and scalability.

• 2+ years of hands-on experience as a Business Analyst or Product Owner working on Salesforce CRM projects<ins>.

• Well understanding of Salesforce core architecture, <ins><ins><ins><ins>including <ins>Service Cloud<ins>, Sales Cloud<ins>, Flow<ins>, Automation<ins>, Custom Objects<ins>, and <ins>Integrations<ins>.

• Experience gathering and documenting requirements for enterprise workflows and customer lifecycle management.

• Solid understanding of customer service and operational processes, ideally within financial services or fintech.

• Excellent communication and stakeholder management skills.

• Strong analytical mindset and structured problem-solving ability.

Nice-to-Have:

• Salesforce certifications (e.g., Salesforce Certified Administrator, Service Cloud Consultant, Platform App Builder).

• Experience working in or with companies in the Vietnamese banking, securities, or financial services sector.

• Experience with platform governance, DevOps process for Salesforce, or CPQ, Marketing Cloud, and Experience Cloud is a plus.