Business Analyst (Middle+)

We’re a boutique travel agency creating premium, highly personalized travel experiences for a global clientele. Exceptional service is our DNA - and Salesforce is a core system that enables us to deliver it at scale.

We build most of our internal systems in-house, with Salesforce at the center of Sales, Support, Operations, and Concierge workflows. As the business grows, we are looking for a mature Salesforce Business Analyst who can take ownership of processes, think end-to-end, and help us scale without chaos.

The Role
We’re looking for a Salesforce Business Analyst (Middle to Strong Middle) who is confident working independently with business stakeholders and understands Salesforce not just conceptually, but as a living operational system.

This role is not about writing tickets only. It’s about deep process understanding, structure, and thoughtful system design.

You will work closely with Product, Engineering, Sales, Operations, and Support teams to turn complex business needs into scalable Salesforce solutions.

What You’ll Do
- Own discovery and clarification of business requirements across Sales, Operations, Finance, and Product.
- Analyze existing workflows, identify bottlenecks, and propose Salesforce-based improvements.
- Translate business needs into clear user stories, acceptance criteria, process maps, and functional documentation.
- Design Salesforce solutions using best practices (Flows, validation rules, automation logic, permission models, record types).
- Collaborate with Salesforce Developers to define configuration vs. customization decisions.
- Support delivery lifecycle: grooming, UAT preparation, validation, and rollout.
- Maintain clear and structured documentation (processes, data models, SOPs, governance).
- Build and improve Salesforce reports and dashboards for operational and management needs.
- Act as a trusted partner for Product Owners on Salesforce roadmap initiatives.
- Support change management: explain solutions, train users, and ensure adoption.

What We’re Looking For
- 3–5+ years of experience as a Salesforce Business Analyst / System Analyst (hands-on, not junior).
- Strong practical knowledge of Salesforce Sales Cloud and Service Cloud.
- Proven experience designing end-to-end business processes, not just isolated features.
- Ability to work with ambiguous requirements and turn them into structured, scalable solutions.
- Strong analytical thinking and attention to detail.
- Experience working with Jira and Confluence (user stories, documentation, collaboration).
- Confidence running workshops, mapping AS-IS / TO-BE processes, and aligning stakeholders.
- Clear communication style - able to speak both business and technical languages.
- Proactive mindset: you notice problems early and propose solutions, not just execute tasks.

Nice to Have (but not mandatory)
- Experience with Salesforce Digital Engagement (chat, WhatsApp, messaging).
- Understanding of integrations (APIs, middleware, ETL).
- Background in high-volume operational environments (travel, hospitality, support centers, marketplaces).
- Basic SQL or experience with BI tools (Tableau, QuickSight, Power BI).
- Experience working closely with Product teams in Agile environments.
- Technical background or strong system-thinking mindset.

What We Offer
- Competitive salary, aligned with experience and market level.
- Hybrid work format
- Official employment (IT Park).
- Professional learning resources (Udemy, O’Reilly, etc.).
- Real ownership, autonomy, and impact on core business systems.