Salesforce Business Analyst

Key Responsibilities

• Collaborate 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 sessions
• Lead requirements gathering sessions with business users, subject matter experts, and cross‑functional teams to identify business needs, pain points, process improvements, and system enhancement opportunities
• Analyze current processes related to transportation services, permitting, customer service, and internal operations to identify gaps, inefficiencies, and opportunities for automation and optimization
• Create and maintain user stories, process flows, user stories, use cases, and acceptance criteria
• Facilitate backlog grooming/refinement sessions with product owners, business stakeholders, developers, and QA teams to prioritize enhancements, clarify requirements, and ensure readiness for development sprints
• Work closely with Agile/Scrum teams during sprint planning, grooming, and review sessions to ensure alignment between business requirements and technical solutions
• Translate requirements into Salesforce solutions including custom objects, flows, validation rules, reports, dashboards, and workflow automations
• Ensure solutions comply with state regulations, accessibility standards (e.g., ADA), security policies, and data privacy requirements
• Work with developers, system administrators, architects, and third‑party vendors to implement system enhancements, integrations, and data migration activities
• Develop and execute User Acceptance Testing (UAT) strategies, test plans, test scripts, and test scenarios to validate business requirements and system functionality
• Coordinate and facilitate UAT sessions with end users and stakeholders, document defects/issues, track resolutions, and obtain business sign‑off prior to production deployment
• Provide post‑implementation support by troubleshooting issues, validating fixes, and ensuring successful adoption of new system functionality
• Develop user training materials, regression test suite, knowledge transfer documentation, and standard operating procedures (SOPs), and provide ongoing training and support to MassDOT staff
• Create dashboards, reports, and analytics to support operational monitoring, compliance tracking, and executive decision‑making
• Assist with data quality initiatives, master data management, system governance, and continuous process improvement efforts

Required Qualifications

• Bachelor’s degree in information systems, Business Administration, Public Administration, or related field
• 7 years of experience as a Business Analyst, preferably in government or public sector IT
• Hands‑on experience with Salesforce (configuration, reporting, workflows)
• Strong understanding of business process analysis and documentation
• Experience working in Agile or hybrid project environments
• Excellent communication skills, especially with non‑technical stakeholders

Preferred Qualifications

• Salesforce certifications (e.g., Administrator, Business Analyst)
• Experience with government systems, public sector data, or transportation‑related services
• Familiarity with tools such as:
  • ADO
  • Jira
• Knowledge of integrations (APIs, middleware) and data governance practices
• Experience supporting accessibility compliance and public‑facing applications

Key Competencies

• Public sector awareness and accountability
• Stakeholder engagement across diverse departments
• Process improvement and service optimization
• Data analysis and reporting
• Regulatory and compliance sensitivity
• Clear documentation and communication

This 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