Salesforce Business Analyst

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A Salesforce Business Analyst is a key role in organizations that use Salesforce as their CRM (Customer Relationship Management) system. They act as a bridge between stakeholders, such as business teams and Salesforce developers, to ensure that business needs are accurately translated into Salesforce solutions.  The business analyst works closely with stakeholders on business requirements, drafting training materials, and conducting user acceptance testing across IT projects. 

Here's an overview of their responsibilities and skills:

Position Summary

The Business Analyst will be involved in all aspects of the software development life-cycle, from project/feature backlog prioritization, requirement engineering, and development oversight through testing, release and support for products serving our institutional end users. Acting as a liaison between business and technology, creative problem solving, impeccable communication and attention to detail are key skills expected in this role. This individual will also be responsible for point and click administration and configuration of key systems.

Key Duties & Responsibilities

Understand the main tasks that a Business Application Manager is responsible for.

• Requirement Gathering: Collaborate with stakeholders to understand business processes and gather requirements for Salesforce projects.  Collaborate with business users and managers during the project initiation phase: setting project and feature backlog priorities, and defining scope.

• Documentation: Document functional requirements, use cases, user stories, and acceptance criteria.  Develop detailed business & functional requirements, including use cases, user stories and wire-frames.

• Process Mapping: Create detailed process flow diagrams and data models to represent business processes and how they will be supported by Salesforce.

• Customization: Work with Salesforce administrators and developers to design and customize Salesforce features, such as workflows, reports, and dashboards, based on business needs.  Provide point and click administration and configuration of CRM system.

• Testing and Validation: Participate in or coordinate testing activities, including creating test plans, performing user acceptance testing (UAT), and validating that the system meets the specified requirements.

• Training and Support: Provide end-user training and support to ensure that teams can effectively use Salesforce to meet their goals.  Provide ongoing consulting and expertise in key areas of focus.

• Project Management: In some cases, manage Salesforce-related projects, ensuring that timelines, budgets, and scope are adhered to.  End to end project management of small to mid-sized projects.

Required Skills

Review the recommended skills for a business application manager to ensure a successful implementation.

• Salesforce Knowledge: Deep understanding of Salesforce features, functionality, and limitations, including Sales Cloud, Service Cloud, Marketing Cloud, etc.  Ability to assess the impact of new requirements on Salesforce and all upstream and downstream applications, systems and processes.

• Business Analysis Skills: Proficient in analyzing business processes and requirements, and translating them into technical solutions.  Creative and analytical thinker with strong problem-solving skills.  

• Communication: Excellent verbal and written communication skills to interact with technical and non-technical stakeholders.  Exceptional verbal and written communication skills.  Ability to communicate effectively at all levels of the organization.  Excellent problem solving, documentation and communication skills.

• Data Management: Knowledge of data migration, data quality, and data governance in the context of Salesforce.  Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.

• Problem-Solving: Ability to troubleshoot issues, propose solutions, and optimize Salesforce for better performance.  Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.

• Project Management: Experience with agile methodologies and project management tools is a plus.  Excellent project management skills and a positive attitude.

Required Experience

To ensure a successful implementation and adoption of our CRM platform, candidates must have:

• At least 2 years of Business Analyst experience, including:

  • Developing detailed business and functional requirements

  • Conducting User Acceptance Testing (UAT)

  • Leading end user training sessions

• Prior experience developing requirements for a CRM project or implementation

• Hands-on CRM administration experience with Salesforce, ideally within the Education Cloud

• Proven experience in a B2C environment, with a strong track record of:

  • Leveraging CRM platforms—particularly Salesforce Community Cloud—to serve external audiences (e.g., families, customers)

• Collaborative experience with Product Design teams to improve conversion rates and drive adoption of consumer-facing products

• Working knowledge of Agile or SCRUM methodologies, including experience delivering in iterative, sprint-based environments

Certifications (Recommended):

• Salesforce Administrator

• Salesforce Business Analyst Certification

• Salesforce Platform App Builder

Tools Commonly Used:

• Salesforce CRM

• Jira, Confluence, Monday.com (for project management)

• Lucidchart, Miro, Figma (for process mapping)

• Excel, BI Tool (Looker), or Tableau (for data analysis and reporting)

A Salesforce Business Analyst plays a crucial role in ensuring that an organization maximizes the value of its Salesforce implementation, aligning technology with business strategies. 

Success Academy Charter Schools is an equal opportunity employer and actively encourages applications from people of all backgrounds. Compensation is competitive and commensurate with experience. Success Academy offers a full benefits program and opportunities for professional growth.

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We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy offers a full benefits program and opportunities for professional growth. Learn more about our philosophy, benefits, and team at our Working Here page.

Success Academy Charter Schools does not offer employment-based immigration sponsorship.