Salesforce Business Analyst

Overview Job Title: Senior Business Analyst - Salesforce Location: Toronto, ON Work Style: Hybrid (2 days per week in-person at Toronto office preferred) Responsibilities Business Analysis & Stakeholder Engagement: Partner with business stakeholders to capture, analyze, and refine complex business requirements. Facilitate workshops, discovery sessions, and stakeholder interviews. Translate business needs into user stories, process flows, and functional specifications.

Act as a bridge between business, product owners, and Salesforce technical teams. Salesforce Solution Design: Design scalable Salesforce solutions utilizing Sales Cloud (Lead, Opportunity, Forecasting), Service Cloud (Case Management, Omni-channel), Experience Cloud (Communities/Portals). Define object models, data structures, and automation strategies.

Collaborate with Salesforce Architects and Developers to ensure best practices. Process Optimization & Automation: Analyze current CRM processes and identify automation and optimization opportunities. Design TO-BE business processes leveraging Flow Builder (Screen Flows, Record-triggered Flows), Workflow Rules, Process Builder.

Ensure solutions follow Salesforce governor limits and performance standards. Requirements & Documentation: Develop and maintain Business Requirement Documents (BRD), Functional Specification Documents (FSD), data mapping and process diagrams. Maintain traceability matrix across requirements, design, testing, and deployment.

Agile Delivery & Product Ownership Support: Work in Agile/Scrum teams as a BA or proxy Product Owner. Lead backlog refinement, sprint planning, and prioritization. Ensure timely delivery of features aligned with business value.

Data Analysis & Integration: Define data models, relationships, and validation rules. Work with integration teams for REST/SOAP APIs and Middleware (MuleSoft, Boomi). Ensure data integrity, governance, and security compliance.

Testing & UAT Management: Define test strategies, test cases, and acceptance criteria. Lead User Acceptance Testing (UAT) and ensure business sign-off. Validate Salesforce configurations and customizations.

Reporting & Analytics: Design and develop Salesforce reports and dashboards. KPI tracking mechanisms. Provide business insights using CRM analytics.

Change Management & Training: Support change management initiatives and user onboarding. Develop training materials and conduct workshops. Provide post-go-live support and continuous improvements.

Qualifications Note: Education: Bachelor’s/Master’s degree in Business Administration, Information Systems, Computer Science or related field. Experience: 5–8+ years as a Business Analyst in CRM or enterprise systems; 3+ years working with Salesforce platform; experience delivering end-to-end Salesforce implementations. Technical Skills: Strong understanding of Salesforce Data Model (Standard & Custom Objects), Security Model (Profiles, Roles, Sharing Rules), Automation Tools (Flows, Process Builder); Familiarity with SOQL & basic query concepts; API and integration patterns; Release management (CI/CD tools like Copado, Gearset).

Experience with: JIRA / Azure DevOps / Rally, Confluence, Lucidchart / Visio. Soft Skills: Strong communication and influencing skills; exceptional analytical and problem-solving ability; ability to manage multiple stakeholders and priorities; strong business acumen and CRM strategy understanding. Preferred Qualifications: Salesforce Certifications (Salesforce Administrator; Salesforce Business Analyst Certification; Salesforce Advanced Administrator preferred); Lightning Experience (LWC awareness) CPQ; Marketing Cloud / Pardot (Account Engagement); Industry experience in Financial Services, Healthcare, Retail / E-commerce.

Key Deliverables User stories and acceptance criteria Process maps (AS-IS / TO-BE) Data models and requirement documents UAT test scripts and reports Salesforce configuration validation Requirements (Experience): 8-10 years #J-18808-Ljbffr