Job Description

Role: Salesforce Business Analyst

Location: USA / Canada (Remote)

Duration: Contract

Overview:

We are seeking a Salesforce Business Analyst to drive the successful delivery of solutions across the Salesforce platform, with a focus on Service Cloud, Omnichannel, and integrations with NetSuite and related systems. The ideal candidate bridges the gap between business and technology-translating business needs into functional requirements, process flows, and actionable user stories. This role requires strong analytical skills, a solid understanding of Salesforce capabilities, and the ability to collaborate closely with technical teams, ERP partners, and business stakeholders.

Responsibilities:

Business Analysis & Requirements Gathering

• Partner with business stakeholders to elicit, document, and prioritize business and functional requirements for Salesforce initiatives.
• Translate high-level business needs into detailed user stories, acceptance criteria, and process documentation.
• Facilitate workshops, interviews, and process-mapping sessions to identify automation and optimization opportunities within Service Cloud and Omnichannel.
• Document "as-is" and "to-be" business processes and support impact assessments for system or process changes.

Functional Design & Solution Alignment

• Collaborate with Salesforce Architects, Developers, and Admins to ensure requirements are translated into scalable, compliant solutions.
• Provide input into functional design documents, wireframes, and mockups; validate that solutions meet business intent.
• Support the design of integration use cases between Salesforce and NetSuite (customers, orders, invoices) and assist in data mapping activities.
• Participate in discussions around data models, validation rules, and flows to ensure data integrity and usability.

Testing & Deployment Support

• Develop test plans, test cases, and UAT scripts based on documented functional requirements.
• Coordinate and execute UAT with business users, ensuring feedback is captured and addressed.
• Validate production deployments and support post-release verification and sign-off.

Stakeholder Management & Communication

• Act as a liaison between business teams, Salesforce delivery teams, and ERP stakeholders.
• Communicate project progress, risks, and dependencies clearly and proactively.
• Support change management initiatives, including user training, documentation, and communication materials.

Continuous Improvement

• Analyze system performance, adoption, and feedback to identify enhancements and optimization opportunities.
• Maintain awareness of Salesforce platform capabilities and upcoming releases to recommend improvements.

Required Qualifications:

• 7+ years of experience as a Business Analyst, including 2+ years focused on Salesforce (Service Cloud, Sales Cloud, or similar).
• Proven ability to translate business requirements into detailed user stories, process maps, and functional documentation.
• Solid understanding of Salesforce features such as Flows, Omni-Channel, Case Management, and Reports/Dashboards.
• Experience supporting or coordinating integrations with ERP systems, ideally NetSuite (SuiteTalk/SuiteScript) or similar.
• Strong communication and facilitation skills, with the ability to bridge gaps between business and technical teams.
• Hands-on experience with Agile methodologies and tools such as Jira, Confluence, or Azure DevOps.

Preferred Qualifications:

• Salesforce certifications such as Salesforce Certified Administrator, Service Cloud Consultant, or Business Analyst.
• Exposure to middleware or integration tools (MuleSoft, Boomi, or similar).
• Familiarity with the NetSuite data model and business processes (orders, invoices, customers).
• Basic understanding of Apex, LWC, or Salesforce data modeling concepts.
• Experience in data analysis, reporting, and data migration support.

Success Metrics

• High-quality, complete, and well-documented business requirements.
• Strong alignment between business needs and delivered Salesforce functionality.
• Improved efficiency and user satisfaction with Salesforce processes and tools.
• Smooth UAT execution and minimal post-release issues.
• Increased adoption and measurable business value from Salesforce solutions.

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