Senior Salesforce BA

JOB TITLE: Senior Salesforce BA
JOB LOCATION: Boston MA - hybrid
WAGE RANGE*: $60-63/hr. W2
JOB NUMBER: ITS77-EHS-FY26-BUSANAL-012-SALESFORCE/CHNG MGT

REQUIRED EXPERIENCE:

• 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.
• Salesforce System Administrator certification highly desirable.

JOB DESCRIPTION

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.

• 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.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

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