Salesforce Support BA

OSTechnical

Irvine, CA

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JOB DETAILS

SKILLS

Acceptance Testing, Agile Programming Methodologies, Atlassian JIRA, Business Analysis, Business Support, Cloud Computing, Communication Skills, Detail Oriented, Documentation, Ecosystems, Kanban, Multitasking, On Site Support, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Quality Assurance, Reporting Dashboards, Requirements Management, Root Cause Analysis, Salesforce.com, Scrum Project Management and Software Development, Smoke Testing, Technical Training, Technical Writing, Testing, User Documentation, Writing Skills

LOCATION

Irvine, CA

POSTED

30+ days ago

Salesforce Support Business Analyst

Role Overview
We are seeking a meticulous, proactive, and communicative Salesforce Business Analyst to join our Salesforce Support Team. This team consists of onshore, near-shore, and offshore members dedicated to the ongoing health of our Salesforce ecosystem.

Key Responsibilities
Global Collaboration: Act as the primary liaison between US-based users and a global support team (onshore, near-shore, and offshore) to ensure seamless delivery of fixes and enhancements.
Support & Maintenance: Triage incoming issues from US users, identify root causes for bugs, and define requirements for minor system optimizations.
Requirements Engineering: Elicit and document business needs into clear User Stories, functional requirements, and Acceptance Criteria.
Testing & Quality Assurance: Lead User Acceptance Testing (UAT) sessions with local stakeholders. Due to the global nature of the team, this role requires flexibility for occasional early morning or late evening shifts to perform smoke testing during deployment windows.
Reporting: Design and build reports and dashboards to meet end-user requests and requirements.
Training: Create high-quality process flows (current state vs. future state) and training documentation.

Required Qualifications
Salesforce Expertise: Minimum of 3 years of hands-on experience with Salesforce CRM, specifically Sales Cloud.
Security Savvy: A robust understanding of the Salesforce security structure (Roles, Profiles, Permission Sets, and Sharing Rules).
Communication Excellence: Exceptional oral and written communication skills; ability to coordinate effectively across time zones.
Methodical & Detail-Oriented: Must be thorough, highly detailed, and able to multitask in a fast-paced support environment.
Documentation: Proven experience writing user stories and creating technical training manuals.

Preferred Qualifications
Global Team Experience: Prior experience working within a model that includes offshore or near-shore technical resources.
Agile Proficiency: Experience working in an Agile environment (Scrum/Kanban) and using Jira for ticket management.
Extended Salesforce Knowledge: Experience or familiarity with Experience Cloud or Field Service Lightning (FSL).
Certification: Active Salesforce Certified Business Analyst or Administrator certification.

About the Company

OSTechnical

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