Senior Business Analyst (Salesforce & Process Improvement)

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This position serves as a business analyst and project lead for customer experience,
process, and technology improvements. The individual will partner with business
stakeholders to identify needs, document and evaluate current processes, recommend
improvements, define requirements, and manage initiatives through implementation.







A significant portion of the role will involve Salesforce enhancements . The successful
candidate should be familiar with Salesforce and comfortable coordinating closely with
administrators, developers, and business partners. The role will also support other
technology platforms, requiring strong technical aptitude and the ability to quickly learn
new systems.







Key responsibilities include:
Leads discovery sessions to identify business needs, process gaps, and
improvement opportunities.
Documents current-state and future-state processes, workflows, requirements,
user stories, acceptance criteria, and test scenarios.
Evaluates and improves business processes to increase efficiency, consistency,
and customer or employee satisfaction.
Manages initiatives from discovery through development, testing, implementation,
and adoption.
Coordinates closely with Salesforce and other technology teams to deliver system
enhancements.
Facilitates stakeholder meetings and manages timelines, risks, dependencies,
decisions, and project communications.
Supports user acceptance testing, issue resolution, training, and change
management activities.
Identifies opportunities to use automation, artificial intelligence, and emerging
technologies to improve operations and customer experiences.
Independently manages multiple priorities and drives work forward with limited
oversight.
Travels during the initial onboarding and training period, as needed.




The ideal candidate will have experience in business analysis, project management,
process improvement, and technology implementation. Salesforce experience is strongly
preferred. Familiarity with artificial intelligence is beneficial, but a willingness to learn and
explore practical AI use cases is equally important.

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