Business System Analyst

📋 Description

• Translate business needs into user stories, acceptance criteria, and specs for engineering.
• Create visual system and process docs (wikis, flows, wireframes) to support requirements.
• Partner with Engineering to scope and implement Salesforce features aligned with objectives.
• Own end-to-end testing lifecycle, including User Acceptance Testing (UAT), before deployment.
• Design metrics and dashboards to track ROI, adoption, and impact of builds.
• Drive change management and user enablement with docs and training resources.
• Provide internal system support for Salesforce platforms and resolve operational issues.

🎯 Requirements

• 4+ years of professional experience in a Business Analyst or Systems Analyst role.
• 3+ years hands-on Salesforce experience including Service Cloud, Experience Cloud, Sales Cloud, and Agentforce.
• At least 2 years of project management or analysis-focused experience (preferred).
• Deep business acumen on Technical Services and Support operations.
• Proven ability to draft requirements, user stories, functional specs, and business process documentation.
• Excellent communication, critical thinking, problem solving, collaboration, and stakeholder management.

🎁 Benefits

• Salesforce Certified Business Analyst or other Salesforce certification preferred.
• Experience building Salesforce testing automations.
• Familiarity with Revenue Operations team structures and processes.
• Familiarity with support entitlement structures.
• We foster a diverse, welcoming and inclusive environment.
• Flexible workforce model supporting office-based, remote, or hybrid work.