Technical Business Analyst (Remote)

Key Responsibilities

• Lead requirements gathering sessions with business stakeholders and technical teams
• Perform detailed system analysis to support solution design, impact assessments, troubleshooting, and root cause analysis
• Translate business needs into clear, detailed requirements that are actionable for developers, testers, and support teams
• Analyze system integrations, data flows, business rules, and technical dependencies to identify impacts of proposed changes
• Use SQL to analyze data, validate business rules, support requirements analysis, and troubleshoot production issues
• Use tools such as Postman to validate APIs, troubleshoot integrations, and support testing activities
• Collaborate with Salesforce administrators, developers, architects, QA teams, and vendors to deliver scalable solutions
• Support Agile project delivery, including backlog refinement, testing, user acceptance testing (UAT), and release validation
• Maintain project documentation and monitor project progress
• Communicate risks and issues to stakeholders and coordinate resolution efforts with business and technical teams
• Assist with end-user training, adoption, and post-production support

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Business, or equivalent experience with 5+ years of Business Analyst, Business Systems Analyst, or Technical Business Analyst experience
• 3+ years of Salesforce experience, preferably with Service Cloud and related customer service solutions
• Understanding of system integrations, APIs, data flows, and software development lifecycle (SDLC) methodologies
• Working knowledge of cloud platforms such as AWS or Azure and general cloud architecture concepts
• Strong communication, problem-solving, and stakeholder management skills
• Experience with CCaaS platforms (Genesys, Amazon Connect, NICE CXone, Five9, LivePerson, or similar), preferred
• Experience supporting Salesforce integrations and customer service technologies, preferred
• Salesforce certifications (Administrator, Business Analyst, Service Cloud Consultant, or similar), preferred
• Experience working in AWS or Azure environments supporting enterprise applications and integrations, preferred

Benefits And Perks

• Comprehensive healthcare, dental, and vision insurance
• Generous 401(k) matching
• Ambitious paid time off and seven holidays
• Exclusive discounts on premium merchandise
• Dynamic Learning & Development programs