Salesforce Business Analyst

• Salesforce Business Analyst
• 📍 Location: Pensacola, florida , united states
• 🏢 Industry: Business consulting and services
• 💼 Work Setting: Hybrid

• Are you experienced in Salesforce support, business analysis, incident management, and continuous platform improvement?
• We are seeking a Salesforce Business Analyst to support Salesforce production operations, issue resolution, enhancement delivery, and platform governance. This role serves as the bridge between business users and technical teams, ensuring Salesforce applications remain stable, compliant, and aligned with evolving business needs.
• The ideal candidate combines Salesforce functional expertise, business analysis skills, production support experience, and strong stakeholder communication capabilities.

• Key Responsibilities
• Production Support & Incident Management
• Serve as the first point of contact for Salesforce production issues and user-reported incidents.
• Analyze and troubleshoot:
• User-reported defects
• Data quality issues
• Automation failures
• Permission and access issues
• Integration-related problems
• Prioritize incidents based on business impact, urgency, and severity.
• Coordinate issue resolution with Salesforce administrators, developers, and stakeholders.
• Provide timely communication throughout the incident lifecycle.
• Root Cause Analysis (RCA)
• Investigate underlying causes of production issues.
• Review:
• Salesforce Configuration
• Data Quality
• Business Processes
• Automation Logic
• User Workflows
• Document findings and recommend corrective actions.
• Identify recurring issues and opportunities for long-term improvements.
• Issue Documentation & Resolution
• Create detailed documentation including:
• Problem Statements
• Reproduction Steps
• Impact Assessments
• Resolution Recommendations
• Validate fixes in testing environments.
• Confirm successful implementation and remediation in production.
• Maintain accurate support records and audit trails.
• Enhancement & Backlog Support
• Requirements Gathering
• Engage business stakeholders to understand enhancement requests.
• Clarify business needs and translate them into functional requirements.
• Focus on continuous improvements and optimization of existing Salesforce capabilities.
• Identify opportunities to improve efficiency and user experience.
• User Stories & Functional Design
• Develop:
• User Stories
• Functional Requirements
• Acceptance Criteria
• Process Documentation
• Ensure requirements are clear, testable, and aligned with business objectives.
• Support development teams with requirement clarification and refinement.
• Enhancement Delivery
• Partner with Salesforce Administrators and Developers to:
• Assess feasibility
• Refine scope
• Validate solutions
• Support enhancement implementation activities.
• Help ensure enhancements conform to established platform standards.
• User Acceptance Testing (UAT)
• Develop and execute test scenarios.
• Validate completed enhancements against business requirements.
• Document testing results and defects.
• Support successful deployment and user adoption.
• Backlog Management
• Assist with enhancement backlog maintenance and prioritization.
• Balance operational support priorities with enhancement initiatives.
• Track requests and provide status updates to stakeholders.
• Production Stability & Governance
• Change & Release Management
• Support compliance with:
• Change Management Processes
• Release Management Standards
• Audit Requirements
• Governance Controls
• Ensure changes are documented and approved appropriately.
• Maintain platform stability during releases and upgrades.
• Compliance & Audit Readiness
• Support regulated and public-sector compliance requirements.
• Maintain appropriate documentation for audits and reviews.
• Ensure adherence to established governance policies.
• Promote transparency and accountability in change management activities.
• Platform Improvement
• Identify opportunities to reduce recurring incidents and technical debt.
• Improve operational processes through better documentation and requirements practices.
• Recommend enhancements that improve supportability and platform performance.
• Salesforce Release Support
• Review seasonal Salesforce releases and new functionality.
• Assess potential business impacts.
• Recommend mitigation plans and preparation activities.
• Support testing and readiness assessments for platform upgrades.

Qualifications

• Education
• Bachelor's Degree in:
• Business Administration
• Information Systems
• Computer Science
• Related Field
• OR
• Equivalent combination of education and professional experience.
• Experience
• Minimum 3 years of professional experience.
• Experience supporting Salesforce environments.
• Experience in business analysis, requirements gathering, or support roles.
• Experience working with ticket-based production support processes.

• Required Skills
• Salesforce Sales Cloud
• Salesforce Service Cloud
• Salesforce Case Management
• Incident Management
• Root Cause Analysis
• Requirements Gathering
• User Story Development
• UAT Testing
• Business Process Documentation
• Stakeholder Management

• Preferred Qualifications
• Salesforce Expertise
• Salesforce Flow
• Validation Rules
• Approval Processes
• Salesforce Reporting & Dashboards
• Salesforce Integrations (functional understanding)
• Certifications
• Salesforce Administrator
• Advanced Salesforce Administrator
• Salesforce Business Analyst Certification
• Additional Experience
• Managed Services Support
• Public Sector Salesforce Implementations
• Government Programs
• Compliance-Driven Environments
• Agile or Hybrid Agile Delivery Models

• Core Competencies
• Salesforce Administration Support
• Salesforce Business Analysis
• Production Support
• Incident Management
• Root Cause Analysis
• Requirements Gathering
• User Story Development
• UAT Testing
• Change Management
• Release Management
• Platform Governance
• Stakeholder Communication
• Process Improvement
• Agile Delivery
• Salesforce Sales Cloud & Service Cloud