Technical Business Analyst – Salesforce Core
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Location: Mississauga, Ontario (Hybrid 2 days/week in office in Mississauga)
Skills: 7+ years Business Systems Analyst, 3 years of Salesforce Core, SQL Queries, IIBA CBAP CCBA certification, AI, Agile
Industry: Healthcare
Job Description
We are seeking an experienced Technical Business Analyst – Salesforce Core to support a healthcare-focused Customer Care transformation initiative. The successful candidate will work closely with business stakeholders, product owners, and technical teams to analyze requirements, optimize Salesforce Core capabilities, and deliver high-quality solutions that enhance customer care operations.
This role requires a strong background in business systems analysis, hands‑on Salesforce experience, and the ability to translate complex business needs into clear functional and technical requirements.
Key Responsibilities
- Collaborate with business stakeholders to gather, analyze, and document business and technical requirements
- Lead requirements elicitation sessions such as workshops, interviews, and process walkthroughs
- Translate business needs into functional specifications, user stories, and acceptance criteria for Salesforce Core solutions
- Partner with Salesforce developers, architects, and QA teams to ensure accurate solution delivery
- Support Customer Care process improvements through Salesforce enhancements and system optimization
- Analyze and document current‑state and future‑state business processes
- Perform data analysis and validation using SQL queries as required
- Support user acceptance testing (UAT), defect triage, and solution sign‑off
- Ensure solutions align with healthcare regulatory and compliance standards
- Provide ongoing support throughout the project lifecycle
Required Qualifications
- Bachelor’s degree in Computer Science, Mathematics, Engineering or equivalent
- 7+ years of experience as a Business Systems Analyst or Technical Business Analyst
- 3+ years of hands‑on experience with Salesforce Core
- Strong experience writing SQL queries for data analysis and validation
- Solid understanding of system integrations and data flows
- IIBA certification (CBAP, CCBA, or equivalent)
- Proven experience working in complex enterprise environments, preferably healthcare
- Excellent communication, documentation, and stakeholder management skills
- Experience supporting Customer Care or CRM transformation initiatives – an asset
- Experience with AI – an asset
As part of our hiring process, we use AI‑based systems to assist with the initial screening of applicants.
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