Senior Salesforce Business Analyst

Conduct deep-dive discovery sessions with stakeholders, interviews, and "day-in-the-life" shadowing to understand user pain points.

Identify the root causes of operational friction rather than just documenting surface-level symptoms.

Translate complex business needs into clear, actionable user stories and functional requirements.

Partner closely with Salesforce Admins and Developers to brainstorm solutions that leverage out-of-the-box Salesforce functionality first.

Act as the voice of the user during technical design sessions to ensure the final product meets the actual business need.

Balance immediate "quick-fix" requests with long-term platform scalability.

Define acceptance criteria and lead the User Acceptance Testing (UAT) process.

Validate that delivered features solve the identified problems and don't introduce new regressions.

Create and maintain clear documentation for new processes and system enhancements.

Manage the project backlog, providing clear updates on status, risks, and timelines to stakeholders.

Proactively communicate platform changes to the user base to ensure high adoption and minimal disruption.

Facilitate meetings between cross-functional teams to align on priorities.

Salesforce Expertise: Minimum 5+ years of experience working specifically with Salesforce Service Cloud (Case Management, Knowledge, Omni-Channel, etc.).

User Research: Ability to get beyond what users ask for and understand what they actually need. Requires a balance of critical thinking, curiosity, empathy and analysis.

Analytical Rigor: Proven ability to perform root-cause analysis and think critically about business process flows.

Documentation: Strong skills in writing user stories (Jira and Aha!), process maps (Miro), and UAT scripts.

Communication: Exceptional verbal and written communication skills; ability to explain technical concepts to non-technical users.

Certification: Salesforce Certified Administrator or Salesforce Certified Business Analyst