Salesforce Business Analyst

Job Family: SAAS/PAAS/Cloud Consulting, Software Development & Support Travel Required: Up to 25% Clearance Required: None What You Will Do Break/Fix (Production Support) Serve as the first line of analysis for Salesforce production issues, including user‑reported defects, data issues, automation failures, permissions problems, and integration‑related incidents. Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency. Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues. Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes. Support incident resolution by validating fixes in lower environments and confirming successful remediation in production. Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle. Enhancements (Backlog Support) Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net‑new platform design. Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration. Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns. Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria. Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities. Production Stability and Governance Ensure changes adhere to established change control, release management, and auditability standards, especially in public‑sector or regulated environments. Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements. Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations. What You Will Need Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree) Minimum of THREE (3) years of professional experience U.S. Citizenship is contractually required. Ability to commute to or work from the San Antonio Guidehouse office. Ability to undergo a Guidehouse background check as part of the onboarding process Strong experience with Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications). What Would Be Nice To Have Experience with declarative automation such as Flow, validation rules, and approval processes. Strong analytical skills for data review, reporting, and issue analysis. Demonstrated experience working in break/fix or managed services environments, including ticket‑based support. Ability to clearly document business processes, requirements, and functional designs. Strong communication skills with the ability to translate between technical and non‑technical audiences. Experience supporting public‑sector Salesforce implementations or regulated environments. Familiarity with Salesforce integrations and the ability to analyze integration‑related issues (no development required). Salesforce Business Analyst, Administrator, or Advanced Administrator certification. Experience working in Agile or hybrid‑Agile delivery models. Prior experience supporting government clients, audits, or compliance‑driven programs. What We Offer Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: Medical, Rx, Dental & Vision Insurance Personal and Family Sick Time & Company Paid Holidays Position may be eligible for a discretionary variable incentive bonus Parental Leave and Adoption Assistance 401(k) Retirement Plan Basic Life & Supplemental Life Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts Short‑Term & Long‑Term Disability Student Loan PayDown Tuition Reimbursement, Personal Development & Learning Opportunities Skills Development & Certifications Employee Referral Program Corporate Sponsored Events & Community Outreach Emergency Back‑Up Childcare Program Mobility Stipend About Guidehouse Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. #J-18808-Ljbffr