Business Analyst - Salesforce

Salesforce Business Analyst

We're looking for a Salesforce Business Analyst who can own the full documentation and requirements lifecycle across multiple business domains — not just capture requirements but harmonize them. You'll be embedded in a mature, complex Salesforce org operating across interconnected teams, where misalignment between domains is a real risk and a single source of truth is not optional.

This role requires equal command of business process, platform mechanics, and technical writing. You will be the person other teams reference when there's a question about how something is supposed to work.

What You'll Do

Cross-Domain Harmonization

• Identify conflicts, redundancies, and gaps across business domains operating within the same Salesforce org
• Facilitate alignment sessions with domain leads to resolve competing requirements before they reach development
• Maintain a unified view of how cross-domain processes interact — particularly where Service Cloud workflows intersect with other business functions

Functional Requirements

• Elicit, document, and manage end-to-end functional requirements across multiple concurrent workstreams
• Write well-structured user stories with clear acceptance criteria, edge cases, and dependencies called out explicitly
• Own requirements traceability — from business need through solution design to UAT sign-off

Technical Writing

• Produce documentation that is precise, audience-appropriate, and built to last — not just accurate at the time of writing
• Translate complex platform configurations, integration behaviors, and process logic into clear written specifications usable by both technical and non-technical stakeholders
• Establish and enforce documentation standards across the engagement

Gap Analysis

• Conduct structured analysis of existing org configurations against current and future-state business requirements
• Surface platform limitations, configuration debt, and process breakdowns with clear, prioritized findings
• Recommend remediation paths that account for org complexity and downstream impact

UAT Support

• Build UAT plans, test scripts, and entry/exit criteria aligned to documented requirements
• Coordinate UAT execution with business stakeholders — track defects, manage retesting cycles, and own sign-off documentation
• Serve as the requirements reference point during testing; triage defects against spec to determine bug vs. change request

Run Books

• Author operational run books for Salesforce processes, including step-by-step procedures, decision trees, escalation paths, and exception handling
• Ensure run books are maintained as living documents and versioned appropriately with each release
• Write for the end user — clarity and usability over comprehensiveness

Single Source of Truth (SSOT) Documentation per Domain

• Own and maintain domain-specific SSOT documentation repositories — process maps, data dictionaries, configuration logs, integration specs, and decision records
• Establish a governance model for documentation ownership, review cadence, and change management
• Ensure every domain has a current, trusted reference that reduces dependency on tribal knowledge

Required Skills & Experience

Salesforce Platform

• Hands-on Salesforce BA or functional consultant experience in a complex, active org
• Strong working knowledge of Service Cloud — case management, entitlements, queues, SLAs, omni-channel routing
• Comfortable reading and interpreting existing org configuration (flows, validation rules, permission sets, object relationships) without needing a guide
• Solid understanding of the Salesforce data model and how platform constraints shape solution and documentation decisions
• Experience working across multiple business domains within a shared org environment

Technical Writing & Documentation

• Demonstrated ability to produce high-quality BRDs, FRDs, process maps, data dictionaries, run books, and release notes
• Proficient in documentation tooling: Confluence, SharePoint, Notion, or equivalent — with the ability to build and enforce a structure, not just populate one
• Skilled in process modeling tools: Lucidchart, Miro, Visio, or equivalent
• Able to write and interpret SOQL queries for data validation and requirements verification

Requirements & Delivery

• Experienced with Agile and waterfall methodologies; comfortable managing requirements in Jira, Azure DevOps, or equivalent
• Strong UAT facilitation skills — knows the difference between a test case and an acceptance criterion
• Familiarity with Salesforce integrations at a conceptual level sufficient to document integration requirements and cross-system behaviors accurately

AI & Automation (Preferred)

• Hands-on exposure to Agentforce (agent design, topic/action configuration, prompt templates) strongly preferred
• Familiarity with Einstein for Service, Einstein Copilot, or Next Best Action — enough to document AI-driven workflows accurately
• Able to capture AI use case requirements with appropriate specificity around inputs, outputs, fallback behavior, and human-in-the-loop touchpoints

Soft Skills That Actually Matter Here

• Domain synthesis — You see across workstreams and proactively surface conflicts before they become defects or rework
• Writing discipline — Your documentation is clear the first time; you don't write drafts that need a translator
• Stakeholder management — You drive alignment in rooms where people disagree and keep the work moving without forcing bad decisions
• Structured thinking — You decompose ambiguous problems systematically and document the reasoning, not just the outcome
• Ownership mentality — The SSOT is yours; you treat documentation debt the same way a developer treats technical debt

Certifications

Required:

• Salesforce Certified Administrator

Preferred (any of the following):

• Salesforce Certified Business Analyst
• Service Cloud Consultant