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Salesfoece Business Analyst
2 weeks ago
Description:
As a Staff Business Systems Analyst (BSA) supporting the Salesforce and ServiceMax ecosystem, you will act as a key liaison between business stakeholders, product owners, and technical teams. You'll drive requirements gathering, system configuration, and solution delivery to optimize field service, sales, and support operations. This role requires a consultant mindset—able to translate business needs into scalable Salesforce/ServiceMax solutions, while guiding best practices and ensuring business alignment.
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Key Responsibilities
• Requirements & Analysis:
Partner with Product Owners, SMEs, and Business Stakeholders to elicit, document, and refine business and technical requirements, ensuring user stories have clear acceptance criteria within an Agile delivery framework.
• Agile Delivery Support:
Participate actively in sprint planning, backlog grooming, and prioritization sessions. Raise risks and dependencies with urgency to maintain delivery quality and timeline alignment.
• Project & Enhancement Delivery:
Work across a mix of sustainment, enhancement, and project initiatives within a global environment. Manage competing priorities while ensuring timely execution with minimal supervision.
• Team Leadership:
Lead offshore and remote teams to ensure clarity of deliverables, adherence to best practices, and on-time task completion.
• Testing & Quality Assurance:
Author, review, and execute test scripts for integration, regression, and user acceptance testing. Collaborate with QA teams to ensure full test coverage and promote automation and performance testing initiatives.
• Stakeholder Engagement:
Use strong communication, facilitation, and negotiation skills to influence decision-making, manage ambiguity, and build consensus across teams.
• Innovation & Continuous Learning:
Conduct proof-of-concepts (POCs), present findings, and evaluate new Salesforce and ServiceMax features. Stay informed on emerging technologies and share best practices across the team.
• Configuration Expertise:
Perform hands-on Salesforce and ServiceMax configuration, administration, and release management leveraging deep platform knowledge.
• Cross-Functional Collaboration:
Partner with functional leads and system owners to align system capabilities with business objectives across global Field Service and Service Cloud operations.
• Data Analysis & Problem Solving:
Investigate data and process issues, design solutions, and ensure accuracy and compliance in system changes.
• Flexibility:
Provide occasional off-hours support as needed for critical system updates or global team coordination.
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Qualifications
o 8+ years of direct Salesforce configuration and administration experience
o 5+ years in a Business Systems Analyst or consultant role within large-scale enterprise environments
o
Proven experience implementing and supporting Salesforce Field Service and ServiceMax
o Strong background in Service Cloud, Case Management, and Call Center processes
o Experience in regulated industries (e.g., medical device, healthcare, life sciences) with understanding of HIPAA, FDA, or SOX compliance requirements
o Proficiency with Agile methodologies, change management, and tools such as Jira, Confluence, Quip, Microsoft Teams, and ValGenesis
Technical & Professional Skills:
o Salesforce Administrator and Advanced Administrator Certifications required
o Exceptional analytical, communication, and organizational skills
o Ability to manage multiple priorities and influence business decisions through data-driven insights
o Demonstrated experience leading cross-functional and offshore teams
• Education:
o Bachelor's degree in Information Systems, Information Technology, Computer Science, or equivalent practical experience
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Preferred Attributes
• Strong consulting presence—able to navigate ambiguity, drive alignment, and communicate complex concepts clearly to both business and technical audiences.
• Passion for learning and applying new Salesforce capabilities and ServiceMax enhancements.
• A collaborative and proactive mindset with the ability to work seamlessly across distributed global teams.
