Salesforce Business Analyst

Job Description

Job Title: Senior Business Analyst - Salesforce

Location: Toronto, ON

Work Style: Hybrid (2 days per week in-person at Toronto office preferred)

Skills: Business Analysis~Digital : Salesforce Administration and Functional Design~Change Management Experience Required: 6-8

Role Overview:

We are looking for a highly skilled Salesforce Business Analyst to lead requirement analysis, solution design, and delivery across Salesforce platforms (Sales Cloud, Service Cloud, Experience Cloud, etc.). The role requires deep expertise in business process mapping, CRM strategy, and Salesforce capabilities, ensuring alignment between business needs and scalable technical solutions.

Key Responsibilities

1. Business Analysis & Stakeholder Engagement:

Partner with business stakeholders to capture, analyze, and refine complex business requirements.

Facilitate workshops, discovery sessions, and stakeholder interviews.

Translate business needs into user stories, process flows, and functional specifications.

Act as a bridge between business, product owners, and Salesforce technical teams.

2. Salesforce Solution Design:

Design scalable Salesforce solutions utilizing:

Sales Cloud (Lead, Opportunity, Forecasting) Service Cloud (Case Management, Omni-channel) Experience Cloud (Communities/Portals) Define object models, data structures, and automation strategies.

Collaborate with Salesforce Architects and Developers to ensure best practices.

3. Process Optimization & Automation:

Analyze current CRM processes and identify automation and optimization opportunities.

Design TO-BE business processes leveraging:

Flow Builder (Screen Flows, Record-triggered Flows) Workflow Rules (legacy understanding) Process Builder (migration awareness) Ensure solutions follow Salesforce governor limits and performance standards.

4. Requirements & Documentation:

Develop and maintain:

Business Requirement Documents (BRD)

Functional Specification Documents (FSD) Data mapping and process diagrams Maintain traceability matrix across requirements, design, testing, and deployment.

5. Agile Delivery & Product Ownership Support:

Work in Agile/Scrum teams as a BA or proxy Product Owner.

Lead backlog refinement, sprint planning, and prioritization.

Ensure timely delivery of features aligned with business value.

6. Data Analysis & Integration:

Define data models, relationships, and validation rules.

Work with integration teams for:

REST/SOAP APIs

Middleware (MuleSoft, Boomi)

Ensure data integrity, governance, and security compliance.

7. Testing & UAT Management:

Define test strategies, test cases, and acceptance criteria.

Lead User Acceptance Testing (UAT) and ensure business sign-off.

Validate Salesforce configurations and customizations.

8. Reporting & Analytics:

Design and develop:

Salesforce reports and dashboards

KPI tracking mechanisms

Provide business insights using CRM analytics.

9. Change Management & Training:

Support change management initiatives and user onboarding.

Develop training materials and conduct workshops.

Provide post-go-live support and continuous improvements.

Required Qualifications

Education:

Bachelor’s/Master’s degree in:

Business Administration

Information Systems

Computer Science or related field

Experience:

5–8+ years of experience as a Business Analyst in CRM or enterprise systems.

3+ years working with Salesforce platform.

Experience delivering end-to-end Salesforce implementations.

Technical Skills:

Strong understanding of:

Salesforce Data Model (Standard & Custom Objects) Security Model (Profiles, Roles, Sharing Rules) Automation Tools (Flows, Process Builder) Familiarity with:

SOQL & basic query concepts

API and integration patterns

Release management (CI/CD tools like Copado, Gearset) Experience with:

JIRA / Azure DevOps / Rally

Confluence

Lucidchart / Visio

Soft Skills:

Strong communication and influencing skills.

Exceptional analytical and problem-solving ability.

Ability to manage multiple stakeholders and priorities.

Strong business acumen and CRM strategy understanding.

Preferred Qualifications:

Salesforce Certifications:

Salesforce Administrator

Salesforce Business Analyst Certification Salesforce Advanced Administrator (preferred)

Experience with:

Lightning Experience (LWC awareness is a plus) CPQ (Configure Price Quote) Marketing Cloud / Pardot (Account Engagement) Industry experience in:

Financial Services

Healthcare

Retail / E-commerce

Key Deliverables:

User stories and acceptance criteria

Process maps (AS-IS / TO-BE)

Data models and requirement documents

UAT test scripts and reports

Salesforce configuration validation

Requirements
Experience (Years): 8-10