Salesforce Technical Business Analyst
Location: Phoenix, AZ (Hybrid – 1 day onsite per week, occasionally 2 days)
Position Type: Contract
Position Overview.
The ideal candidate will have strong experience in Salesforce Service Cloud, Case Management Systems, Agile/Scrum methodologies, and legacy application modernization.
The candidate will serve as a bridge between business stakeholders and technical development teams, helping modernize a mission-critical legacy Mainframe application into a modern Salesforce-based Case Management solution.
This role requires strong requirements-gathering, documentation, user story development, and Agile facilitation skills, along with a solid understanding of Salesforce functionality and data migration processes.
Required Qualifications
5+ years of experience working with Salesforce platforms.
Strong experience with Salesforce Service Cloud and Case Management implementations.
Experience working on large-scale Case Management Systems.
Previous experience in legacy application modernization or migration projects.
3+ years of experience in Agile/Scrum environments.
Strong experience developing epics, user stories, acceptance criteria, and functional requirements.
Experience facilitating Scrum ceremonies, including Sprint Planning, Daily Standups, Sprint Reviews, Backlog Refinement, and Retrospectives.
Experience with Jira or Azure DevOps.
Basic SQL knowledge, including SELECT, JOIN, WHERE, and GROUP BY queries.
Understanding of data migration, ETL processes, and system integrations.
Excellent communication, analytical, documentation, and stakeholder management skills.
Key Responsibilities
Requirements Gathering & Business Analysis
Conduct requirement discovery workshops, stakeholder interviews, and business process analysis sessions.
Collaborate with caseworkers, supervisors, and operational leadership to understand existing business workflows.
Translate legacy business processes into modern Salesforce Case Management requirements.
Develop detailed functional specifications, business requirements, and process documentation.
Create current-state and future-state process flow diagrams and workflow documentation.
Identify gaps between existing business processes and proposed Salesforce solutions.
Salesforce & Case Management
Support Salesforce Service Cloud and custom Case Management implementations.
Understand Salesforce case objects, queues, assignment rules, Omni-Channel routing, record types, and case history.
Document requirements related to case intake, assignment, tracking, approvals, milestones, and closure.
Collaborate with Salesforce developers and technical teams to ensure business requirements are accurately implemented.
Validate functionality against business requirements and acceptance criteria.
Agile & Scrum Delivery
Facilitate daily standups, sprint planning, backlog refinement, sprint reviews, demos, and retrospectives.
Work closely with the Product Owner to maintain and prioritize the product backlog.
Develop epics, detailed user stories, and acceptance criteria using INVEST principles and Given-When-Then formats.
Ensure user stories meet the Definition of Ready before sprint commitment.
Track project progress and coordinate with development teams to resolve blockers.
Data Migration & System Integration
Understand end-to-end data flows from legacy Mainframe systems through SQL staging and ETL layers into Salesforce.
Perform basic SQL queries to validate data accuracy and integrity.
Collaborate with Informatica engineers, MuleSoft integration teams, Mainframe SMEs, and Salesforce developers.
Understand the role of Informatica in data migration, MuleSoft in integrations, and Automic in batch scheduling.
Ensure business rules and data requirements remain consistent throughout the modernization process.
