Senior Salesforce Business Analyst

Job description

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 Petaling Jaya office, Malaysia, reporting to the Lead Business Analyst, Salesforce Delivery 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 BAs embed themselves into delivery squads, but operate upstream — shaping intake, building partner confidence, and bridging strategy, process, and platform to promote smooth execution. 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. 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. Partner Agreement & 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. Qualifications 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 Partner 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 Life at Grab We care about your well-being at Grab, here are some of the global benefits we offer: We have your back with Term Life Insurance and comprehensive Medical Insurance. With GrabFlex, create a benefits package that suits your needs and aspirations. Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges. What we stand for at Grab We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique. About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.