Salesforce Business Analyst

Salesforce Business Analyst
Position Summary
The Salesforce Business Analyst supports the Office Division's Salesforce platform and works closely with senior leadership and end users to enhance the Customer Relationship Management (CRM) system. This role is responsible for improving Salesforce capabilities to attract and retain customers while ensuring operational efficiency.
The Business Analyst partners with leadership to design and document workflows, evaluate new business initiatives, and recommend technology solutions that align with organizational goals.
Responsibilities include analyzing complex business processes, gathering and interpreting business requirements, and translating those requirements into functional software specifications.
The analyst guides solutions throughout the Software Development Life Cycle (SDLC), including requirements gathering, testing, user acceptance, documentation, and implementation. This position also plays a strategic role in stakeholder management, change management, and influencing business decisions to deliver scalable and cost-effective solutions.
The Salesforce platform supports hundreds of users across multiple departments, requiring a strategic approach to enhancements while collaborating with cross-functional teams including Operations, Marketing, and external vendors.
Essential Job Functions
1. Strategy & Stakeholder Management

• Lead major roadmap initiatives for Salesforce and integrated web applications.
• Implement system enhancements and large-scale projects through:
  • Business analysis
  • Requirements gathering
  • Functional design specifications
  • Testing
  • Training
  • Documentation
• Manage all requirements gathering, analysis, and testing for incoming user requests.
• Effectively document and communicate tactical and strategic business requirements to:
  • Management
  • Business stakeholders
  • Developers
• Ensure business solutions align with organizational objectives.

2. Technical Implementation

• Serve as the functional expert for Salesforce applications.
• Develop:
  • Business use cases
  • Screen mock-ups
  • Functional process documentation
• Recommend Salesforce solutions applicable to the commercial real estate industry by leveraging:
  • Existing technologies
  • Previous implementation experience
  • Industry best practices
• Conduct functional business requirements gathering sessions.
• Participate in research to identify solutions that address business needs.
• Analyze:
  • Requests for new functionality
  • System enhancements
  • Production issues reported by users
• Produce project documentation including:
  • Process maps
  • System diagrams
  • Logical data models
  • Business requirements
  • Gap analyses
  • Report specifications
  • Functional design documentation
• Maintain standardized documentation throughout the quarterly Salesforce release cycle.

3. System Testing & Quality Assurance

• Coordinate internal system release testing.
• Manage User Acceptance Testing (UAT).
• Facilitate organized issue resolution.
• Train UAT participants on new applications and process changes.
• Manage all phases of testing for supported applications.
• Design comprehensive test plans including:
  • Test cases
  • Detailed test scripts
  • Validation procedures
• Collaborate with internal teams and vendors to evaluate testing automation opportunities.

4. Power Skills

• Identify innovative opportunities to improve business value through:
  • Artificial Intelligence (AI)
  • Reporting insights
  • Salesforce automation
• Maintain effective communication with management regarding daily activities.
• Escalate issues efficiently and constructively.
• Influence key business decisions that improve operational efficiency and profitability.

Systems & Technologies Used
Salesforce Ecosystem

• Salesforce Sales Cloud
• Salesforce Service Cloud
• Salesforce Field Service Lightning
• Salesforce Marketing Cloud
• Agentforce

Google Workspace

• Gmail
• Google Sheets
• Google Docs
• Google Slides
• Google Drive
• Gemini

Development & Collaboration

• Claude Code
• Jira
• Confluence
• SmartSheets
• Lucidchart
• ServiceNow
• Qualtrics

Enterprise Systems

• SAP
• MRI
• Other applications as required by project needs

Minimum Qualifications
Education

• Bachelor's Degree from an accredited institution in:
  • Business Administration
  • Computer Science
  • Related field

Experience

• Minimum of 7 years of professional experience.
• At least 5 years of experience as a:
  • Salesforce Business Analyst, or
  • Business Systems Analyst
• Experience with Salesforce Sales Cloud.
• Familiarity with SDLC methodologies including:
  • Waterfall
  • Agile
• Experience using Jira and Confluence.
• Strong knowledge of Salesforce Reports and Dashboards.
• Understanding of relational database architecture.
• Experience writing SQL and SOQL SELECT statements for data analysis.
• Experience leading business meetings.
• Ability to independently conduct User Acceptance Testing (UAT).
• Experience extracting data and evaluating reporting options.
• Familiarity with project management principles.
• Strong mathematical and technical aptitude.
• Excellent project coordination and organizational skills.
• Ability to analyze and document complex business processes.
• Strong analytical and problem-solving skills.
• Ability to understand technical system concepts.
• Advanced proficiency with Google Workspace, especially:
  • Docs
  • Sheets
  • Slides
  • Lucidchart
• Experience with MRI and commercial or residential real estate applications is preferred.

Required Certifications
Required

• Salesforce Certified Administrator
• Salesforce Certified Business Analyst

Preferred

• Salesforce Certified Platform App Builder