Business Analyst-Level 3 - Senior (11 - 15 Years)

About the role

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.

Responsibilities

• 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.

Qualifications

• 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.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans
• ESPP (employee stock purchase program)
• 401K program with company match after 12 months of tenure
• HSA (Health Savings Account on the HDHP plan)
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program, certification prep, and library of technical and leadership courses/books/seminars (available after 6+ months of tenure)
• Certification discounts and perks for associations including CompTIA and IIBA
• Dedicated customer service team for Consultants and a certified Career Coach