Salesforce CRM Business Analyst

Senior Salesforce CRM Business Analyst

The ideal candidate is an experienced Salesforce CRM Business Analyst who combines strong analytical skills with excellent stakeholder communication.

You can sit with business users, understand the real operational problem behind a request, document requirements clearly enough for technical teams to act on them, help validate the solution through testing, and support users through process and system changes.

You are comfortable working across CRM applications, reporting/data requirements, testing, process improvement, documentation, training, and stakeholder communications without needing to be a Salesforce developer.

Work Location: Hybrid 2-3 days a week Lansing, MI

Project or Role Overview

The Senior Salesforce CRM Business Analyst will support the ongoing development, implementation, monitoring, and improvement of complex CRM-driven business processes.

You will work closely with business owners, project teams, leadership, IT teams, CRM staff, and technical contractors to translate business needs into Salesforce CRM requirements and operational processes.

The role includes business analysis, process mapping, requirements documentation, user-request triage, QA/testing support, reporting and data requirements, communications, training materials, and ongoing business-process improvement.

Key Responsibilities

• Review, analyze, evaluate, and prioritize business and user needs.

• Gather and document business, functional, and system requirements for Salesforce-based CRM applications.

• Translate business needs into clear requirements for development and system enhancement teams.

• Analyze and document existing business processes and identify opportunities for process improvement and reengineering.

• Triage user requests and support tickets, assign appropriate priority and severity, and communicate status to stakeholders.

• Maintain and prioritize CRM inbox communications.

• Prepare communications related to system changes, business-process updates, timelines, enhancements, and releases.

• Develop detailed descriptions of user needs, program functions, and system modification requirements.

• Prepare functional and technical specifications supporting reporting and data-warehouse initiatives.

• Work with IT and business teams to understand reporting and data-warehousing requirements and recommend appropriate solutions.

• Assist with deployment and support of end-user reporting tools and platforms.

• Support business-intelligence and enterprise-reporting enhancements.

• Participate in QA and testing activities as needed.

• Assist with development and drafting of RFPs.

• Create program guidance, job aids, webinar content, and web-based training materials.

• Coordinate technical-assistance and knowledge-transfer sessions.

• Document solutions and provide knowledge transfer to appropriate support teams.

• Monitor program, CRM, and account data.

• Support project-management, process-improvement, and data-management activities.

• Organize, analyze, and present information to technical and nontechnical audiences.

• Manage multiple competing priorities and deadlines.

Required Qualifications

• 5+ years of professional Business Analyst experience.

• Experience working as a Business Analyst with applications built on Salesforce.

• QA and software-testing experience.

• Strong requirements-gathering and analysis skills.

• Experience documenting functional and business requirements.

• Strong business-process mapping and analysis capabilities.

• Strong written and verbal communication skills.

• Strong organizational and documentation skills.

• Ability to analyze, synthesize, and present business and system information effectively.

• Strong data-management skills.

• Experience supporting process-improvement initiatives.

• Ability to manage competing deadlines and multiple priorities.

• Proficiency with Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.

Preferred Qualifications

• Local, state, or federal government experience.

• Azure DevOps experience.

• Experience working in FedRAMP-compliant environments.

• HIPAA knowledge or experience.

• NICE CXone or other contact-center-platform experience.

• Experience with business-process reengineering.

• Familiarity with legacy, core, and emerging technologies.

• Familiarity with relational database concepts.

• Familiarity with client-server concepts.

• Experience supporting data warehousing and business-intelligence initiatives.

• Experience with project management.

• Experience creating user training, job aids, webinars, or technical-assistance materials.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.