Salesforce Business Analyst

What You Will Do

• Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.
• Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.
• Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.
• Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.
• Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.
• Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.

Enhancements (Backlog Support)

• Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.
• Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.
• Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.
• Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.
• Afford assistance in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.

Production Stability and Governance

• Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.
• Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.
• Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.