Senior Salesforce Business Analyst

• Responsible for business requirement understanding, Writing JIRA User Stories, Sprint planning, backlog grooming, and working with the development team for planning and solutioning.
• Work closely with other teams to understand current and future requirements; suggest solutions and alternatives - transform business processes through technology. This person will be hands-on and will need to be an expert in the Salesforce Community platform.
• Facilitate design, implementation, maintenance and enhancement of the SFDC Community application as well as other declarative parts of the Salesforce platform.
• Develop and configure Salesforce Gainsight solutions, including customer health scoring, success plans, journey orchestration, lifecycle management, and reporting to enable proactive customer success initiatives.
• Implement AI-driven automation and intelligence using Salesforce Einstein, predictive case routing, sentiment analysis, intelligent recommendations, and automated workflows to improve service efficiency and customer experience.
• Partner with business domain leaders to create a robust Enterprise Application roadmap. Ensure this roadmap is well understood throughout the business functions and meet emerging requirements. Take the abstract of this roadmap down to threads of executional framework.
• Collaborate with other Business Systems Analyst and Product Managers in both the US and offshore locations to drive the work
• Support existing Partner community solutions (and related applications), working on production support, trouble-shooting issues, and implementing small to large enhancements.
• Deliver Salesforce platform updates as a key member responsible for the design, development and release of strategic projects.
• Specify implementation of standards, methods, and procedures for inspecting, testing, and evaluating the precision and reliability of applications and software
• Ensure Application Development initiatives and projects are well managed and deliver on expectations - functionality, timeliness, and cost
• Able to foster a culture of transparency and a sense of purpose among the team, and create clear accountabilities and metrics

Professional Experience/Qualifications:

• Has successfully led development and delivery of multiple complex business technology solutions into production that have achieved or surpassed business goals.
• Experience developing and supporting mission critical applications optimized to run in the cloud or virtualized environments.
• Deep knowledge of system architecture, technical design, and system and software
  development technology.

Required Skills / Experiences:

• 6+ years of IT experience with a Bachelor’s degree in Computer Science, MIS, Computer Engineering or equivalent technical degree
• 3+ years of experience as a business analyst/product manager supporting Salesforce Community platform.
• Deep understanding of the Salesforce.com product suite including Sales Cloud, Service Cloud, FSL, Community Cloud, and the AppExchange.
• Hands-on experience with Salesforce Gainsight, including configuration, data modeling, rules engine, success plans, and reporting (or strong experience integrating Gainsight with Salesforce).
• Knowledge of Customer Success metrics (Health Score, NPS, CSAT, Renewal Risk)
• Experience implementing AI-powered automation within Salesforce using Einstein AI, predictive insights, and intelligent workflows.
• Experience with Einstein Bots, Digital Engagement, and AI-driven service analytics
• Managing application development at scale, employing SDLC methodologies including Agile, Scrum, and DevOps
• Skilled at setting and communicating priorities effectively; able to manage multiple tasks and priorities
• Exceptional ability to lead change using positive and collaborative methods
• Strong communication skills in writing, speaking, and presenting
• Able to communicate technical or complex subject matter in business terms
• Accepts ownership and welcomes responsibility