As a Business Systems Analyst specializing in Salesforce CRM and Experience Cloud, you will play a critical role in optimizing our organization’s digital customer experience and CRM operations. You’ll collaborate with cross-functional teams to analyze requirements, drive enhancements for CRM and experience clouds to ensure seamless integration with CRM systems to support business growth and customer satisfaction. This role is pivotal in enabling data-driven decision-making, supporting omnichannel strategies, and delivering innovative solutions that enhance both internal processes and external customer engagement.
Key Responsibilities
- Serve as a liaison between business teams and technical teams to support day-to-day CRM operations
- Gather, analyze, and document business requirements; translate them into technical specifications and user stories
- Partner closely with development teams to implement enhancements and support ongoing Salesforce functionality
Support and optimize Salesforce CRM and Experience Cloud (customer-facing applications), including a new customer portal initiative
- Drive continuous improvement of existing processes, workflows, and system capabilities
- Manage multiple functional areas within Salesforce, working alongside other analysts who own different components (e.g., core Salesforce vs. other platforms)
- Facilitate conversations with stakeholders, ask probing questions, and dive deep into system and process challenges
Ensure alignment between business processes and how systems are configured and utilized
Required Qualifications
- 3+ years of experience with Salesforce (CRM and/or Experience Cloud) and a strong understanding of how the platform works
- Proven ability to support and enhance business applications in a cross-functional environment
- Experience working with system integrations
- Strong analytical and problem-solving skills with the ability to dig in, ask questions, and uncover root causes
- Ability to bridge the gap between business and technical teams
- Excellent communication skills with the ability to manage stakeholder conversations effectively
Core Competencies
- Ability to understand and document business processes and translate them into technical solutions
- Skilled in writing and managing user stories and requirements
- Comfortable working in a fast-paced environment with multiple system components and stakeholders
- Strong collaboration skills, especially with development teams
- Ability to connect business needs to system design and architecture