Senior Salesforce Business Analyst

***Only qualified Senior Salesforce Business Analyst candidates located near Boston, MA will be considered, as the position requires onsite presence***

Required Education:

• Bachelor’s degree in Information Systems, Business Administration, or related field, or equivalent work experience

Preferred Certifications:

• PMP, IIBA, and/or Prosci Change Management Certification preferred

• Salesforce System Administrator certification highly desirable

Required Knowledge, Skills, Experience 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 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

Preferred Knowledge, Skills, Experience and Abilities:

• 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

Client is seeking an exceptional individual to join the Home and Community Living application development team as a Senior Salesforce Business Analyst. This is an exciting opportunity to join a highly skilled team and contribute to a critical and highly visible modernization initiative within Client.

The Business Analyst 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