Salesforce Business Analyst / Administrator

The Role

Salesforce Business Analyst / Administrator

Position Summary

This role is a critical link between enterprise platforms (Salesforce, Smartsheet, Jira, and SharePoint) and the business processes they support. The primary focus is to ensure these systems are fully optimized to drive organizational goals from end to end. The ideal candidate will bring strong functional and technical expertise to troubleshoot and resolve Tier 2 system issues, manage complex application support tickets, and identify cross-departmental gaps or inefficiencies. Success in this position requires a big-picture mindset approaching problem-solving with the entire organization in mind and delivering solutions that create maximum value across the business, rather than isolated departmental fixes.

Key Responsibilities

Business Requirements & Project Documentation

• Partner with Product Owners as the subject matter expert for Enterprise Applications to assess new system features, functionalities, and upgrades
• Lead enhancement discussions to ensure business requirements align with strategic goals
• Gather and document requirements for system enhancements, modifications, and new features, engaging directly with end users to capture all needs
• Log new incidents for external contractors related to development issues or projects
• Conduct sandbox testing and coordinate user acceptance testing to validate requirements
• Present and/or review changes at weekly CAB meetings, create change requests per established procedures, and facilitate promotions to the production environment
• Communicate changes to all impacted stakeholders and develop supporting process documentation, including end-to-end process maps and policies
  
  

Ticket Resolution & Master Data Management

• Serve as the Tier 2 escalation point for diagnosing and resolving complex application issues
• Identify and track recurring issues, escalating to developers or technical teams as needed
• Investigate root causes of system failures and recommend long-term solutions
• Maintain up-to-date internal support documentation in alignment with business processes
• Execute data gathering to support decision-making, analyze findings, and provide recommendations
• Audit data integrity and propose improvements to enhance report accuracy and reliability
• Ensure processes maintain consistent data across integrated systems
  
  

End-User Training & Documentation

• Develop and maintain training materials, user guides, and process documentation
• Ensure employees understand system functionalities and adhere to best practices
• Create onboarding materials for new hires and refresher resources for current staff
• Facilitate training sessions and workshops to drive adoption and address knowledge gaps
• Implement targeted training interventions to improve efficiency and escalate non-compliance issues to managers when necessary
  
  

Customer Service Excellence

• Monitor Jira projects for assigned tickets, responding within defined SLAs and keeping progress documented
• Record resolutions and link related documentation for knowledge sharing
• Follow up with end users post-resolution to confirm satisfaction
• Create Jira tickets from requests submitted through other channels
• Provide backup support for the Financial System Business Analyst
• Participate in feedback sessions with department leaders to identify improvement opportunities
• Collaborate with the Enterprise Applications team to optimize Jira workflows, forms, and fields
  
  

Qualifications

• Bachelor’s degree in Information Technology or related field, or a minimum of 5 years’ experience in application support
• In-depth understanding of business processes within Distribution, Sales, or Manufacturing functional areas
• Proven ability to lead and collaborate effectively in team-oriented environments
• Strong skills in organization, coordination, facilitation, consultation, and conflict resolution
• Solid understanding of system integration methodologies and the ability to troubleshoot integration issues as they arise
• Skilled at analyzing complex or ambiguous situations, identifying key elements, and implementing effective solutions
• Demonstrated commitment to continuous improvement and optimizing processes for efficiency
• Strong business acumen with the ability to align technology solutions to organizational goals
• Decisive and timely decision-making skills that keep initiatives moving forward
• Exceptional communication skills, with the ability to engage stakeholders at all organizational levels
• Committed to fostering and sustaining a mission-driven culture rooted in the company’s five core values: Family, Service, Growth, Intrapreneurship, and Innovation
• This role is a Remote/Telecommute position with the ability to travel up to 20%
  
  

TruSummit Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. All applicants must be authorized to work in the United States.

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