Senior Salesforce Business Analyst

Role Purpose ERM is the world’s largest specialist sustainability consultancy, with over 50 years of experience helping organisations navigate complex environmental, social, and governance challenges. We bring together a global community of experts to deliver meaningful impact for our clients and the planet. The Global Delivery Centre (GDC) in Gurugram is ERM’s global operating backbone. It delivers business enablement services in Finance, HR, IT, and Commercial Operations to ensure ERM’s global business runs seamlessly, efficiently, and consistently. At the GDC, you will: Be part of a hub that ensures ERM’s business continuity worldwide. Collaborate with colleagues across geographies to support global operations. Drive consistency, compliance, and efficiency in core functions. Work with digital, automation, and AI-enabled tools to optimise how ERM operates. Work in shifts where required, depending on the role. As processes mature and automation increases, reliance on shifts will reduce. Why this role matters? As a Salesforce Business Analyst, you will support ERM’s global delivery by gathering, analysing, and translating business requirements into scalable Salesforce CRM solutions that drive operational excellence and digital transformation. You will work within the Salesforce Centre of Excellence (COE), partnering with global business stakeholders, IT Business Partners (ITBP), and cross-functional teams across regions to deliver CRM enhancements, streamline processes, and improve user adoption. This role is critical to ensuring efficient and consistent global operations, improving data quality and governance, enabling scalable business growth, and enhancing the effectiveness of Salesforce-driven business processes across ERM. Key Responsibilities Serve as the central point of contact between ITBP, business teams, and Salesforce COE for all CRM-related initiatives. Gather, analyse, and document business requirements for Salesforce enhancements and new implementations. Translate business needs into user stories, process flows, and functional specifications aligned with Salesforce best practices. Collaborate with global stakeholders to prioritise requirements and ensure alignment with strategic objectives. Support solution design, configuration, and testing phases; ensure adherence to governance and compliance standards. Maintain documentation (process maps, SOPs, controls) and contribute to audits and data integrity initiatives. Drive continuous improvement through automation, optimisation, and adoption of new Salesforce features. Provide training and knowledge-sharing for end-users and internal teams. Facilitate project communication and ensure coordination of the business to be available for training and adoption activities. Skills & Experience Min 4 years of experience as a Business Analyst, with at least 2-3 years focused on Salesforce CRM. Strong understanding of Salesforce Sales Cloud and ideally MCAE and/or Net Zero Cloud. Familiarity with integration concepts and data migration best practices. Demonstrated experience with agile methodologies, contributing to sprint cycles through data-centric user stories, backlog grooming, and cross-functional collaboration. Excellent communication and stakeholder management skills across time zones. Salesforce certifications (Administrator and/or Business Analyst preferred). Continuous improvement mindset; experience with agile delivery frameworks is a plus. Comfortable working across global time zones and collaborating with distributed teams Working Model Hybrid (Gurugram + remote), aligned to global collaboration windows; occasional extended hours for cross-time-zone work. Late Shifts for extended coverage: • 2:00 PM – 11:00 PM IST • 5:00 PM – 2:00 AM IST Shift assignments depend on role requirements and global project alignment. As processes mature and automation increases, reliance on shifts will reduce.