Salesforce Business Analyst / Administrator

About the role

The Salesforce Senior Business Analyst at Lennox is responsible for defining, prioritizing, and delivering Salesforce capabilities that drive measurable business outcomes. This role partners closely with stakeholders and technical teams to improve internal processes and enhance operational efficiency.

Responsibilities

• Lead deep-dive discovery workshops to identify inefficiencies and optimization opportunities in business processes.
• Perform gap analysis (current vs future state) and define transformation roadmap.
• Drive prioritization of initiatives based on business value, impact, and feasibility.
• Create and maintain process maps and documentation to visualize workflows, data flows, and system interactions.
• Create and manage detailed user stories with acceptance criteria and associated business value.
• Partner with Salesforce Admins, Developers, and Architects to ensure solution alignment and feasibility.
• Support & Sustain: Lead User Acceptance Testing (UAT) to validate features meet business requirements, create training materials, and conduct end-user training sessions.
• Own and track business KPIs and drive them to execution and outcome realization.
• Configure and manage Salesforce platform capabilities including Objects, fields, page layouts, workflows, validation rules, and automation.
• Design, build, and maintain reports, dashboards, and KPI aligned to business needs.
• Support user onboarding, access management, and role/profile configuration.
• Troubleshoot platform issues and collaborate with technical teams for resolution.
• Ensure data quality, governance, and consistency across Salesforce.

Requirements

• Bachelor’s degree with 8+ years of Business Analyst /admin/ project manager experience within Salesforce Sales and Service Clouds.
• Within 8 years - 5+ years of hands-on experience with Salesforce Business Analysis and requirement documentation.
• 3+ years as Salesforce administrator.
• Hands on knowledge and solid proficiency of Salesforce ecosystem, specifically Sales and Service Cloud.
• Expertise in Salesforce CRM implementations, business process improvements, and developing configuration changes to enhance platform functionality.
• Proven ability designing KPI frameworks and dashboards that influence business decisions and training staff in new features.
• Excellent organizational skills, capable of managing multiple tasks within tight timeframes and prioritizing duties in a fast-paced environment.

Qualifications

• Nice to have: Salesforce Marketing Cloud certifications (Admin, Business Analyst or similar).