Business Analyst
Core
Technical liaison translating business needs into Salesforce configurations and process documentation for a Customer Support organization.
Role type
Business Analyst (Salesforce Support Operations)
Builds
Salesforce enhancements, process documentation, and operational efficiency improvements for customer support workflows.
Domain
SaaS / UCaaS / Customer Support
Deliverable
product features
Required skills
Requirements gathering, Salesforce configuration, Technical documentation, Process mapping, Stakeholder management, UAT coordination
Preferred skills
Salesforce Administration, Agile/Scrum, ITIL, SQL basics, Change management
Technologies
Salesforce, JIRA, Confluence, Lucidchart, Visio, Google Suite, Microsoft Excel
Responsibilities
Lead discovery sessions to gather and document business requirements for Salesforce projects; Document Salesforce configurations, custom objects, and integrations; Map and analyze end-to-end support processes; Coordinate User Acceptance Testing (UAT) and validate delivered solutions.
Seniority
Mid-level, hands-on IC
