Business Analyst, Salesforce - Experience Cloud (Customer Portal)

Responsibilities

• Support all aspects of Experience Cloud administration, including feature management, data governance, and product optimization.
• Collaborate with business stakeholders and SMEs to elicit, document, and prioritize requirements.
• Responsible for accurate, robust documentation of user requirements and acceptance criteria in Jira user stories that facilitate strong solution development.
• Manage data governance within frameworks and protocols to maintain the highest levels of data integrity and security.
• Conduct regular audits and assessments to identify and mitigate data quality issues and risks proactively.
• Lead cross-functional teams in reengineering and optimizing end-to-end business processes, leveraging advanced workflow automation and analytics capabilities within Experience Cloud.
• Owns planning, setup and facilitation of all user acceptance testing prior to production release, including test script development and issue resolution.
• Drive root cause analysis and resolution for complex technical issues.
• Provide input to training and communications content for organizational change management and support training sessions/resources for end-users to ensure they can become proficient with and can utilize its full capabilities.
• Serve as a subject matter expert on Experience Cloud architecture and ecosystem, providing strategic guidance and recommendations on platform upgrades, migrations, and new feature adoption.
• Lead change management efforts to ensure seamless adoption and integration of new functionalities across the organization.
• Architect and implement scalable and extensible integration solutions to connect Salesforce Cloud with a diverse ecosystem of internal and external systems, applications, and data sources.
• Support enterprise architects and solution architects to design and implement enterprise-wide integration strategies aligned with long-term business objectives.

Requirements

• Intermediate knowledge of Microsoft Office, Jira, Confluence.
• Detail oriented, strategic thinker that focuses on the bigger picture.
• Excellent interpersonal, collaboration and communication skills, both written and verbal.
• Proactive & independent – always looking for ways to take initiative and improve existing processes.
• Strong analytical skills with the ability to interpret and translate data into actionable insights.
• Proficient in data management and data quality best practices.

Qualifications

• Experience 5-10 years’ experience with Salesforce or another CRM tool.
• Bachelor’s degree in Business, Economics, Information Technology, or related field.
• Salesforce Experience Cloud certification is beneficial.
• Master’s preferred.