Senior Salesforce Business Analyst

Get to Know the Team

Grabber Technology Solutions (GTS) is the engine behind Grab's enterprise transformation. The Commercial Systems team leads platform delivery across Grab's commercial teams including GCS, MEX, and GFin. Our Business Analysts are embedded into delivery squads, but operate upstream — shaping intake, building partner confidence, and promoting smooth execution by bridging strategy, process, and platform.

Get to Know the Role

This is a Salesforce Business Analyst role embedded within Grab's Commercial Systems team. You will help translate complex requirements into scalable Salesforce solutions across Sales Cloud, Service Cloud, and Experience Cloud. Beyond traditional BA responsibilities, you will shape upstream demand, guide understanding across partners, and guide delivery through the full Salesforce lifecycle.

You will work full-time onsite at our One North office, reporting to the Lead Business Analyst, Salesforce Delivery.

The Critical Tasks You Will Perform

• Engage with partners to translate requirements into scalable Salesforce solutions using interviews, workshops, use cases, and workflow mapping.
• Create structured documentation including BRDs, user stories, process flows, and functional specifications. Manage the backlog grooming process and contribute to prioritisation using impact-effort frameworks.
• Lead UAT and SIT readiness by partnering with QA, business owners, and developers. Guide execution of test scripts and ensure traceability back to requirements.
• Promote innovation and continuous improvement, identifying design bottlenecks, proposing automation opportunities, and streamlining configurations to reduce technical debt.
• Manage configuration and solutioning tasks hands-on, including flows, validation rules, security model, reports, dashboards, record types, and third-party tool integrations. Be the first escalation point for design decisions within a sprint cycle.What Makes This Role Strategic:
• Upstream Demand Shaping: Work with teams and GTS BPs to intake, frame, and qualify new requests. Align requests to roadmap themes, ensuring readiness for grooming, T-shirt sizing, and prioritisation cycles.
• Stakeholder Alignment & Comms: Facilitate agreement across team leads, SMEs, and technical leads. Ensure clear comms and traceable decisions, surfacing trade-offs and managing delivery expectations.
• Cross-Programme Support: Collaborate on large-scale programmes like Sonic, driving standardisation of sales processes, account hierarchies, and segment-based journeys. Connect our requirements to Salesforce features across countries and personas.
• Delivery Risk Ownership: Escalate unclear requirements, integration mismatches, or misaligned expectations early. Support SIT/UAT planning and hypercare transition in partnership with GTS and vendor teams.

What Essential Skills You Will Need

• 5 to 8 years of experience as a Salesforce Business Analyst or equivalent role in a multi-cloud environment (Sales Cloud, Service Cloud, Experience Cloud)
• Proficiency with Salesforce configuration and design best practices (Flows, Process Builder, Reports, Dashboards, Permission Sets, SOQL/SOSL, Data Models, Shield Encryption)
• Experience leading partner engagements, facilitating workshops, documenting clear requirements, and running Agile ceremonies (backlog grooming, sprint demos)
• Deep familiarity with Salesforce DevOps concepts and tooling (e.g., GitLab, Copado, and Jenkins)
• Hands-on experience managing testing phases, creating test cases, and resolving test cycle blockers
• Salesforce Certifications: Administrator, Advanced Administrator, Sales Cloud Consultant, Service Cloud Consultant, Business Analyst
• Demands are prioritised before they hit sprint cycles
• Partners see the BA as a trusted delivery partner, not just a requirement-taker
• UAT is smooth, with high traceability and low post-release rework
• Configuration is scalable, documented, and in consideration of platform guardrails
• Roadmaps are realistic, and backed by clean, structured requirements