Business Analyst - Salesforce

Salesforce Business AnalystWe're looking for a Salesforce Business Analyst who can own the full documentation and requirements lifecycle across multiple business domains — not just capture requirements but harmonize them. You'll be embedded in a mature, complex Salesforce org operating across interconnected teams, where misalignment between domains is a real risk and a single source of truth is not optional.This role requires equal command of business process, platform mechanics, and technical writing. You will be the person other teams reference when there's a question about how something is supposed to work.What You'll DoCross-Domain HarmonizationIdentify conflicts, redundancies, and gaps across business domains operating within the same Salesforce orgFacilitate alignment sessions with domain leads to resolve competing requirements before they reach developmentMaintain a unified view of how cross-domain processes interact — particularly where Service Cloud workflows intersect with other business functionsFunctional RequirementsElicit, document, and manage end-to-end functional requirements across multiple concurrent workstreamsWrite well-structured user stories with clear acceptance criteria, edge cases, and dependencies called out explicitlyOwn requirements traceability — from business need through solution design to UAT sign-offTechnical WritingProduce documentation that is precise, audience-appropriate, and built to last — not just accurate at the time of writingTranslate complex platform configurations, integration behaviors, and process logic into clear written specifications usable by both technical and non-technical stakeholdersEstablish and enforce documentation standards across the engagementGap AnalysisConduct structured analysis of existing org configurations against current and future-state business requirementsSurface platform limitations, configuration debt, and process breakdowns with clear, prioritized findingsRecommend remediation paths that account for org complexity and downstream impactUAT SupportBuild UAT plans, test scripts, and entry/exit criteria aligned to documented requirementsCoordinate UAT execution with business stakeholders — track defects, manage retesting cycles, and own sign-off documentationServe as the requirements reference point during testing; triage defects against spec to determine bug vs.

change requestRun BooksAuthor operational run books for Salesforce processes, including step-by-step procedures, decision trees, escalation paths, and exception handlingEnsure run books are maintained as living documents and versioned appropriately with each releaseWrite for the end user — clarity and usability over comprehensivenessSingle Source of Truth (SSOT) Documentation per DomainOwn and maintain domain-specific SSOT documentation repositories — process maps, data dictionaries, configuration logs, integration specs, and decision recordsEstablish a governance model for documentation ownership, review cadence, and change managementEnsure every domain has a current, trusted reference that reduces dependency on tribal knowledgeRequired Skills & ExperienceSalesforce PlatformHands-on Salesforce BA or functional consultant experience in a complex, active orgStrong working knowledge of Service Cloud — case management, entitlements, queues, SLAs, omni-channel routingComfortable reading and interpreting existing org configuration (flows, validation rules, permission sets, object relationships) without needing a guideSolid understanding of the Salesforce data model and how platform constraints shape solution and documentation decisionsExperience working across multiple business domains within a shared org environmentTechnical Writing & DocumentationDemonstrated ability to produce high-quality BRDs, FRDs, process maps, data dictionaries, run books, and release notesProficient in documentation tooling: Confluence, SharePoint, Notion, or equivalent — with the ability to build and enforce a structure, not just populate oneSkilled in process modeling tools: Lucidchart, Miro, Visio, or equivalentAble to write and interpret SOQL queries for data validation and requirements verificationRequirements & DeliveryExperienced with Agile and waterfall methodologies; comfortable managing requirements in Jira, Azure DevOps, or equivalentStrong UAT facilitation skills — knows the difference between a test case and an acceptance criterionFamiliarity with Salesforce integrations at a conceptual level sufficient to document integration requirements and cross-system behaviors accuratelyAI & Automation (Preferred)Hands-on exposure to Agentforce (agent design, topic/action configuration, prompt templates) strongly preferredFamiliarity with Einstein for Service, Einstein Copilot, or Next Best Action — enough to document AI-driven workflows accuratelyAble to capture AI use case requirements with appropriate specificity around inputs, outputs, fallback behavior, and human-in-the-loop touchpointsSoft Skills That Actually Matter HereDomain synthesis — You see across workstreams and proactively surface conflicts before they become defects or reworkWriting discipline — Your documentation is clear the first time; you don't write drafts that need a translatorStakeholder management — You drive alignment in rooms where people disagree and keep the work moving without forcing bad decisionsStructured thinking — You decompose ambiguous problems systematically and document the reasoning, not just the outcomeOwnership mentality — The SSOT is yours; you treat documentation debt the same way a developer treats technical debtCertificationsRequired:Salesforce Certified AdministratorPreferred (any of the following):Salesforce Certified Business AnalystService Cloud Consultant