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Salesforce Business Analyst

2 weeks ago

Toronto, Ontario, Canada Itech Enterprises Full time

We are looking for a seasoned Salesforce Business Analyst who will act as a bridge between business stakeholders and the Salesforce (CRM) delivery team. The ideal candidate has strong business analysis skills, deep experience working on Salesforce implementations, a solid understanding of administration/configuration of Salesforce, and is certified both as a Salesforce Administrator and as a Business Analyst (or equivalent). You will play a key role in gathering and translating business requirements, driving adoption, and ensuring the CRM supports strategic business goals.

Key Responsibilities:

  • Engage with business stakeholders (sales, service, marketing, operations) to elicit, analyse and document business processes, pain points, and improvement opportunities.
  • Translate business needs into functional requirements, user stories, process flows, data models, and acceptance criteria.
  • Work with the Salesforce admin/configuration team (and/or developers) to design, configure, test and deploy solutions: custom objects/fields, workflows, validation rules, process automation, reports/dashboards.
  • Own backlog grooming and prioritisation of enhancement requests for Salesforce-based projects.
  • Facilitate user acceptance testing (UAT), coordinate sandbox/production deployments, monitor adoption and system performance, and provide post-go-live support and training.
  • Act as a trusted advisor to business stakeholders and IT/CRM teams — communicate clearly with both technical and non-technical audiences.

Qualifications / Required Skills: 

  • Bachelor's degree in Business Administration, Computer Science, Information Systems or related field (or equivalent work experience).
  • 6-8 years of business analysis experience, specifically working on CRM/Salesforce projects.
  • Proven experience working on the full lifecycle of Salesforce implementations (requirements → design → build/configure → test → deploy → support).
  • Salesforce Administrator certification required.
  • Salesforce Business Analyst certification strongly preferred.
  • Solid understanding of Salesforce platform capabilities (Sales Cloud, Service Cloud, Experience Cloud, etc), declarative automation and integrations.
  • Excellent skills in business process modelling, requirements elicitation, user story writing, process flows, and documentation.
  • Strong analytical acumen, comfortable working with data, reports/dashboards, and deriving business insights.
  • Experience working in Agile and/or Waterfall methodologies.
  • Excellent communication, facilitation and stakeholder-management skills — able to engage with senior leadership, business users and technical teams.
  • Ability to prioritise, multitask, and drive results in a dynamic environment.

Desired Skills:

Salesforce knowledge on Sales Cloud, Service Cloud, B2B Commerce Cloud.

Experience in a global/multi-region rollout

  • Familiarity with sales/marketing/service business domains