Salesforce Business Analyst

Applied Technology Services is seeking a Senior Salesforce Business Analyst to lead the analysis, definition, and documentation of customer requirements. This role involves collaborating with stakeholders to translate business needs into actionable user stories and ensuring alignment with the strategic priorities of clients.

Responsibilities:

• The ideal candidate is a change agent with consulting experience who will collaborate with key stakeholders at our university clients and our Platform teams to understand business processes and help document requirements, enhancements, capabilities, process automation and customer's insights that are aligned with the strategic priorities
• Leads discovery workshops with key stakeholders to understand business objectives, problem statement and targeted goals and outcomes, current use of the platform, and any other customer centric data and processes
• Design business processes by analyzing stakeholder requirements; constructing business process models, workflow charts and diagrams; evaluating system capabilities; writing specifications/user stories
• Demonstrates Salesforce and extended AppExchange apps that can fit our needs
• Drives communications with all key stakeholders for operational enhancements, defects and project deliverables, including facilitating business review demos and capturing feedback for the product backlog
• Stay current on Salesforce releases, new features, product roadmaps and applications available from 3rd parties on the Salesforce AppExchange
• Map Salesforce capabilities, features and best practices against business and technical requirements
• Provide business and engineering expertise throughout each phase of the project, from planning to closeout identifying project milestones, phases, and elements, leading project teams
• Will be responsible for assessing overall business needs and providing solutions as well as documenting and defining business requirements

Requirements:

• 7+ years of experience of leading discovery workshops, soliciting and documenting business requirements
• 5+ years of experience as a Salesforce Business Analyst or System Administrator
• Salesforce Admin (ADM-201) certified required
• Candidate must demonstrate in depth technical knowledge of Salesforce and its capabilities, track record of major solution design architecture contributions in a large enterprise, analytical and problem-solving way of thought, project management skills and enthusiastic personality
• Strong understanding of key SFDC architectural concepts and how they influence business process designs
• Experience with eliciting, refining, and decomposition of requirements to provide a comprehensive set of requirements that meet the business customer needs
• Experience working in an Agile environment and with Agile tooling like Jira / Azure DevOps
• Experience in creating documentation such as business process maps, user stories, wireframes, mockups, and functional specifications
• Experience maintaining system protocols, architecture, requirements, and associated design documents through traceability, updating procedures, analyzing system and program changes
• Experience establishing and maintaining effective working relationships in team environments and with other business organizations
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, translate high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Deep understanding of general CRM architecture as well as Salesforce process defaults and data structures
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Excellent analytical, technology, communication, decision making and problem-solving skills
• Excellent written and verbal communication skills
• Excellent project management skills and a positive attitude
• Strong understanding of Salesforce best practices and functionality
• Self-motivated and able to work both with the team and independently while remote
• Strong data management abilities
• Strong relationship management skills
• Strong understanding of and detailed experience with the Salesforce architecture
• Knowledge of Software Development Life Cycle (SDLC) methodologies
• Knowledge of JIRA, Azure DevOps or similar project management tool
• Knowledge of Agile methodology, working in 3-week sprints, daily scrums, etc
• USM and/or UMGC prior experience preferred
• Salesforce Sales Cloud Consultant, Salesforce Service Cloud Consultant or Salesforce Education Cloud Consultant desired
• Areas of focus; Service Cloud, Omni-Channel, Communities, Case Management, Knowledge, CTI, SMS, Chat integration. Added plus: Education Cloud, Marketing Cloud, Einstein Analytics