Senior Salesforce Business Analyst

We are seeking an exceptional individual to join our application development team as a Senior Salesforce Business Analyst.

This person will play a key role in supporting the implementation of Salesforce applications, acting as a liaison between business areas, technical teams, and vendor partners. This role will emphasize change management, service delivery, and implementation oversight, ensuring that users are empowered to leverage Salesforce’s out-of-the-box capabilities while maintaining alignment with agency policies and program needs. The Business Analyst will also be responsible for analyzing complex business processes, documenting requirements, and guiding adoption through structured training and governance.

Detailed List Of Job Duties And Responsibilities

• Evaluate business processes, anticipate requirements, and translate agency policies, rules, and needs into clear technical specifications.
• Provide change management support for system adoption, including user communications, role-based training, and development of knowledge base content.
• Support service delivery operations by triaging tickets, monitoring SLA performance, and ensuring consistent quality of incident resolution and enhancement delivery.
• Oversee implementation management activities, including minor enhancements, vendor patches, regression testing, and user acceptance testing.
• Document requirements specifications using standard templates and processes.
• Conduct integration and user testing to support quality assurance and change management.
• Deliver application training to ensure end users fully understand system functionality and can leverage Salesforce’s self-service reporting capabilities.
• Provide Level II production support, escalating to vendors only when necessary.
• Collaborate with the Support Governance Committee to triage enhancement vs. support requests and analyze service trends for continuous improvement.
• Manage change management issues related to new development requests and facilitate adoption across diverse stakeholder groups.
  
  

Preferred Knowledge, Skills, And Abilities

• A minimum of 5 years’ experience in business analysis, IT service delivery, or system implementation, with strong knowledge of analysis and design standards.
• Experience in change management and demonstrated ability to increase user adoption of new systems.
• Working knowledge of Salesforce workflows, reports/dashboards, and admin configuration highly desirable.
• Familiarity with ITIL or similar service management frameworks a plus.
• Experience with Jira or equivalent agile project management tools; ability to create tickets and run standard reports.
• Strong facilitation and communication skills, with the ability to engage diverse stakeholders.
• Proven track record of delivering clear, high-quality requirements that support scalable and maintainable solutions.
• Strong competency in Microsoft applications such as Excel, Visio, and Teams.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while providing leadership to project teams.
• Highly analytical, self-motivated, and capable of independently identifying issues, documenting findings, and recommending solutions.
  
  

Education and Certifications

• Bachelor’s degree in Information Systems, Business Administration, or related field, or equivalent work experience.
• PMP, IIBA, and/or Prosci Change Management Certification preferred.
  
  

Pay Details: $45.00 to $64.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www-uat.modis.com/en-us/candidate-privacy

Requirements

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance
  
  

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.