Business Analyst
Core
Technical liaison between business stakeholders and Salesforce development teams, translating business needs into technical requirements and maintaining process documentation for Support Operations.
Role type
Business Analyst (Salesforce & Support Operations)
Builds
Salesforce configurations, process documentation, and operational efficiency improvements for Customer Support.
Domain
SaaS / UCaaS / Customer Support
Required skills
Salesforce configuration, requirements gathering, technical documentation, process mapping, stakeholder management, JIRA, Confluence, Lucidchart/Visio, SQL basics
Preferred skills
Salesforce Administrator certification, SaaS/UCaaS experience, Customer Support background, Agile/Scrum, ITIL, system integration patterns
Technologies
Salesforce, JIRA, Confluence, Lucidchart, Visio, Google Suite, Microsoft Excel, SQL
Responsibilities
Lead discovery sessions to gather and document business requirements; Translate business needs into user stories and functional specifications; Document Salesforce configurations and system integrations; Map and document end-to-end Support processes; Partner with Project Managers, Admins, and Developers; Develop test scenarios and coordinate User Acceptance Testing (UAT).
Seniority
Mid-level (3-5 years experience)