Sr. Business Analyst, CRM Technologies
Job Summary
We are seeking a highly skilled and experienced Senior Business Analyst specializing in Salesforce.com and CRM technologies. In this role, you will serve as the strategic bridge between our business units in Sales/Marketing/Customer Service and our technical development teams. You will be responsible for leading the gathering of business requirements, designing scalable CRM processes, and overseeing the delivery of high-impact Salesforce solutions.
Essential Functions
Requirement Gathering and Analysis: Lead workshops and interviews with stakeholders to discover, analyze, map, and document business requirements, user stories, and process flows.
CRM Strategy and Solution Design: Translate business needs into technical requirements. Partner with Salesforce Architects and Developers to design scalable solutions that leverage Salesforce best practices (minimizing custom code where point-and-click configuration suffices).
Product Backlog Management: Own and prioritize the CRM product backlog. Write clear, concise user stories with well-defined acceptance criteria using Agile methodologies (Jira).
Process Optimization: Evaluate existing sales, marketing, and service workflows to identify bottlenecks and implement automation (via Flows, Apex, LWC, etc) to increase operational efficiency.
Data Governance and Analytics: Define and implement data integrity standards within the CRM. Design requirements for advanced reports, dashboards, and analytics to provide actionable insights to executive leadership.
Change Management and Training: Lead the user acceptance testing (UAT) process, including creating test scripts and coordinating with business testers. Help develop training materials and conduct enablement sessions for end-users to drive adoption.
Time and workload management: successfully self-manage own time and workload to remain focused on high-value activities without allowing outside interference from preventing goal attainment.
Competencies and Experience
5+ years of Business Analyst experience, with a minimum of 3+ years dedicated to the Salesforce.com platform
Proven track record of successfully delivering large-scale, complex CRM implementations or optimizations
Deep functional understanding of Salesforce Sales Cloud, Service Cloud, Marketing Cloud, Data 360, and Experience Cloud
Strong understanding of configuration concepts (Flows, validation rules, custom objects, page layouts, security/sharing models)
Proficiency in business process mapping tools (e.g., Lucidchart, Visio)
Solid understanding of Agile/Scrum frameworks
Skills & Experience
Preferred Certifications: Salesforce Certified Administrator, Salesforce Certified Business Analyst, Salesforce Certified Sales Cloud, Service Cloud Consultant, PMI-PBA or CBAP certification (asset)
Soft Skills
Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels
Strong analytical thinking, problem-solving capabilities, and attention to detail
Ability to manage multiple competing priorities in a fast-paced environment
Consistent adherence to process in an organic manner