Salesforce Business Analyst

Salesforce Business AnalystThe Salesforce Business Analyst at Massachusetts Department of Transportation supports the agency's mission by analyzing business processes and delivering technology solutions within Salesforce. This role partners with transportation, operations, and administrative teams to improve service delivery, streamline workflows, and enhance data-driven decision-making across the Commonwealth.Key ResponsibilitiesCollaborate with MassDOT divisions (e.g., Highway, Rail & Transit, RMV) to gather, analyze, and document business, functional, and technical requirements through stakeholder interviews, workshops, and discovery sessionsLead requirements gathering sessions with business users, subject matter experts, and cross-functional teams to identify business needs, pain points, process improvements, and system enhancement opportunitiesAnalyze current processes related to transportation services, permitting, customer service, and internal operations to identify gaps, inefficiencies, and opportunities for automation and optimizationCreate and maintain user stories, process flows, use cases, and acceptance criteriaFacilitate backlog grooming/refinement sessions with product owners, business stakeholders, developers, and QA teams to prioritize enhancements, clarify requirements, and ensure readiness for development sprintsWork closely with Agile/Scrum teams during sprint planning, grooming, and review sessions to ensure alignment between business requirements and technical solutionsTranslate requirements into Salesforce solutions including custom objects, flows, validation rules, reports, dashboards, and workflow automationsEnsure solutions comply with state regulations, accessibility standards (e.g., ADA), security policies, and data privacy requirementsWork with developers, system administrators, architects, and third-party vendors to implement system enhancements, integrations, and data migration activitiesDevelop and execute User Acceptance Testing (UAT) strategies, test plans, test scripts, and test scenarios to validate business requirements and system functionalityCoordinate and facilitate UAT sessions with end users and stakeholders, document defects/issues, track resolutions, and obtain business sign-off prior to production deploymentProvide post-implementation support by troubleshooting issues, validating fixes, and ensuring successful adoption of new system functionalityDevelop user training materials, regression test suite, knowledge transfer documentation, and standard operating procedures (SOPs), and provide ongoing training and support to MassDOT staffCreate dashboards, reports, and analytics to support operational monitoring, compliance tracking, and executive decision-makingAssist with data quality initiatives, master data management, system governance, and continuous process improvement effortsRequired QualificationsBachelor's degree in information systems, Business Administration, Public Administration, or related field7+ years of experience as a Business Analyst, preferably in government or public sector ITHands-on experience with Salesforce (configuration, reporting, workflows)Strong understanding of business process analysis and documentationExperience working in Agile or hybrid project environmentsExcellent communication skills, especially with non-technical stakeholdersPreferred QualificationsSalesforce certifications (e.g., Administrator, Business Analyst)Experience with government systems, public sector data, or transportation-related servicesFamiliarity with tools such as: ADO, JiraKnowledge of integrations (APIs, middleware) and data governance practicesExperience supporting accessibility compliance and public-facing applicationsKey CompetenciesPublic sector awareness and accountabilityStakeholder engagement across diverse departmentsProcess improvement and service optimizationData analysis and reportingRegulatory and compliance sensitivityClear documentation and communicationThis position plays a critical role in improving how MassDOT delivers services to residents—enhancing transparency, efficiency, and responsiveness through modern CRM capabilities.EEO: Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans