CRM Business Analyst

UPS is a Fortune Global 500 organization focused on delivering innovative logistics and business solutions through talented teams. The CRM Business Analyst bridges CRM strategy, IT delivery, and commercial priorities by translating business requirements into functional specifications, managing business cases through deployment, and validating value realization. The role also supports Salesforce configuration, UAT, change management, data governance, and release planning.

Responsibilities:

• Serve as the primary liaison between business stakeholders, CRM strategy, and IT delivery teams to ensure alignment on scope, requirements, and timelines
• Translate business objectives into detailed functional specifications, user stories, and acceptance criteria for CRM enhancements and integrations
• Actively manage roadmap business cases through the delivery lifecycle—from intake and prioritization to UAT and deployment
• Make informed technical recommendations on Salesforce features (flows, automation, integrations) that enrich user experience and data quality
• Perform light configuration or development in Salesforce (e.g., CRMA dashboards, custom objects, flows) to accelerate delivery of high-impact features
• Coordinate UAT planning and execution, ensuring readiness and quality before go-live
• Partner with Change Management to align enablement, communications, and adoption strategies with delivered functionality
• Define and track value realization metrics for each release, linking CRM capabilities to business outcomes (e.g., forecast accuracy, pipeline hygiene, seller productivity)
• Support data governance initiatives in collaboration with Sales Operations and IT (field standards, duplicates, integration integrity)
• Maintain a transparent backlog and contribute to sprint planning and release management cadence

Requirements:

• Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer
• Proven experience as a Business Analyst or Functional Consultant in CRM or Sales Operations environments
• Strong understanding of Salesforce Ecosystem & platform capabilities, including automation (flows), reporting, and integration patterns
• Ability to perform light technical work (e.g., CRMA dashboards, custom fields, validation rules, flows)
• Familiarity with data modeling, KPI frameworks, and analytics tools (Power BI, Tableau, or Salesforce-native)
• Skilled in process mapping, requirements documentation, and Agile delivery practices
• Excellent communication and stakeholder management skills; able to influence across business and technical teams
• Salesforce Certifications of interest (Admin 101, Admin 201, Business Analyst, Platform User Experience Designer, AI Associate, Sales Cloud Consultant)
• Candidate is ideally based in Atlanta, GA