Salesforce Business Analyst

Travel Required: Up to 25%. U.S. Citizenship is contractually required. Ability to commute to or work from the San Antonio Guidehouse office. Must be able to undergo a Guidehouse background check as part of the onboarding process.

About the Role

Serve as a key member of the Salesforce consulting, software development, and support team, focusing on production support and incremental enhancements in a SaaS/PaaS/Cloud environment.

Responsibilities

• Break/Fix (Production Support):
  • 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.
  • Assist 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.

Requirements

• Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree).
• Minimum of three (3) years of professional experience.
• Strong experience with Salesforce core functionality (Sales Cloud, Service Cloud, or custom applications).

Preferred Qualifications

• Experience with declarative automation such as Flow, validation rules, and approval processes.
• Strong analytical skills for data review, reporting, and issue analysis.
• Demonstrated experience working in break/fix or managed services environments, including ticket-based support.
• Ability to clearly document business processes, requirements, and functional designs.
• Strong communication skills with the ability to translate between technical and non-technical audiences.
• Experience supporting public-sector Salesforce implementations or regulated environments.
• Familiarity with Salesforce integrations and the ability to analyze integration-related issues (no development required).
• Salesforce Business Analyst, Administrator, or Advanced Administrator certification.
• Experience working in Agile or hybrid-Agile delivery models.
• Prior experience supporting government clients, audits, or compliance-driven programs.

Benefits

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Student Loan PayDown
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program
• Mobility Stipend