Salesforce Business Analyst

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.