Salesforce Business Analyst

The Salesforce Business Analyst at Massachusetts Department of Transportation supports the agency s mission by analyzing business processes and delivering technology solutions within Salesforce. This role partners with transportation, operations, and administrative teams to improve service delivery, streamline workflows, and enhance data-driven decision-making across the Commonwealth.

Key Responsibilities

Collaborate with MassDOT divisions (e.g., Highway, Rail & Transit, RMV) to gather, analyze, and document business, functional, and technical requirements through stakeholder interviews, workshops, and discovery sessions

Lead requirements gathering sessions with business users, subject matter experts, and cross-functional teams to identify business needs, pain points, process improvements, and system enhancement opportunities

Analyze current processes related to transportation services, permitting, customer service, and internal operations to identify gaps, inefficiencies, and opportunities for automation and optimization

Create and maintain user stories, process flows, user stories, use cases, and acceptance criteria

Facilitate backlog grooming/refinement sessions with product owners, business stakeholders, developers, and QA teams to prioritize enhancements, clarify requirements, and ensure readiness for development sprints

Work closely with Agile/Scrum teams during sprint planning, grooming, and review sessions to ensure alignment between business requirements and technical solutions

Translate requirements into Salesforce solutions including custom objects, flows, validation rules, reports, dashboards, and workflow automations

Ensure solutions comply with state regulations, accessibility standards (e.g., ADA), security policies, and data privacy requirements

Work with developers, system administrators, architects, and third-party vendors to implement system enhancements, integrations, and data migration activities

Develop and execute User Acceptance Testing (UAT) strategies, test plans, test scripts, and test scenarios to validate business requirements and system functionality

Coordinate and facilitate UAT sessions with end users and stakeholders, document defects/issues, track resolutions, and obtain business sign-off prior to production deployment

Provide post-implementation support by troubleshooting issues, validating fixes, and ensuring successful adoption of new system functionality

Develop user training materials, regression test suite, knowledge transfer documentation, and standard operating procedures (SOPs), and provide ongoing training and support to MassDOT staff

Create dashboards, reports, and analytics to support operational monitoring, compliance tracking, and executive decision-making

Assist with data quality initiatives, master data management, system governance, and continuous process improvement efforts

Required Qualifications

• Bachelor s degree in information systems, Business Administration, Public Administration, or related field
• 7+ years of experience as a Business Analyst, preferably in government or public sector IT
• Hands-on experience with Salesforce (configuration, reporting, workflows)
• Strong understanding of business process analysis and documentation
• Experience working in Agile or hybrid project environments
• Excellent communication skills, especially with non-technical stakeholders

Preferred Qualifications

• Salesforce certifications (e.g., Administrator, Business Analyst)
• Experience with government systems, public sector data, or transportation-related services
• Familiarity with tools such as:
  • ADO
  • Jira

• Knowledge of integrations (APIs, middleware) and data governance practices
• Experience supporting accessibility compliance and public-facing applications

Key Competencies

• Public sector awareness and accountability
• Stakeholder engagement across diverse departments
• Process improvement and service optimization
• Data analysis and reporting
• Regulatory and compliance sensitivity
• Clear documentation and communication

Impact of the Role

This position plays a critical role in improving how MassDOT delivers services to residents enhancing transparency, efficiency, and responsiveness through modern CRM capabilities.