Salesforce Analyst

• Break/Fix (Production Support)
• Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.
• Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.
• Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.
• Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.
• Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.
• Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.
• Enhancements (Backlog Support)
• Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.
• Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.
• Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.
• Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.
• Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.
• Production Stability and Governance
• Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.
• Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.
• Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.

Salesforce Business Analyst

• Serve as the first line of analysis for Salesforce production issues, including user-reported defects, data issues, automation failures, permissions problems, and integration-related incidents.
• Triage and prioritize incidents in coordination with stakeholders and technical team members based on severity, business impact, and urgency.
• Perform root cause analysis (RCA) by reviewing data, configuration, automation logic, and user workflows to identify the underlying cause of issues.
• Document issues clearly, including problem statements, reproduction steps, impacted users or processes, and recommended fixes.
• Support incident resolution by validating fixes in lower environments and confirming successful remediation in production.
• Communicate status updates, impacts, and resolution summaries to business and technical stakeholders throughout the incident lifecycle.
• Elicit and clarify enhancement requests from business users, focusing on incremental improvements rather than net-new platform design.
• Translate enhancement requests into clear user stories, acceptance criteria, and functional requirements suitable for development and configuration.
• Partner with Salesforce Developers and Administrators to refine scope, validate feasibility, and align enhancements to existing platform patterns.
• Support UAT and functional validation by executing test scenarios, documenting results, and confirming enhancements meet acceptance criteria.
• Assist in maintaining and grooming a small enhancement backlog, balancing new requests against operational priorities.
• Ensure changes adhere to established change control, release management, and auditability standards, especially in public-sector or regulated environments.
• Help identify opportunities to reduce recurring issues and technical debt through clearer requirements, documentation, and process improvements.
• Support periodic review of Salesforce seasonal releases by helping assess potential business impacts and recommended mitigations.

• Act as a liaison between technical teams and client stakeholders, owning the functional project solution.
• Facilitate client discussions to document current business processes, pain points, and objectives.
• Identify gaps in Salesforce best practices and recommend improvements.
• Create and manage user stories and supporting documentation, including business process flows, wireframes, and system context diagrams.
• Assess the impact of proposed solutions on people, processes, and technologies.
• Lead sprint demos to present development and gather client feedback.
• Support project activities including configuration, change management, quality assurance, and post-launch support.
• Provide expertise on business processes integrated with Salesforce and ensure system functionality through testing and documentation.
• Contribute to new product development, workflows, and ideas to enhance project outcomes.
• Identify risks and recommend solutions to ensure project success.
• Mentor less experienced team members and take on leadership responsibilities as needed.

• Lead requirements gathering sessions with investment teams, portfolio operations, finance, and cross-functional business stakeholders
• Translate business needs into detailed user stories, acceptance criteria, and functional specifications using tools like JIRA
• Document As-Is and To-Be process flows, data models, and system touchpoints using Confluence or similar documentation platforms
• Maintain and groom the product backlog, ensuring alignment with business priorities and overall roadmap
• Conduct impact assessments and feasibility studies for new features and enhancements
• Recommend scalable Salesforce solutions leveraging Sales Cloud, Service Cloud, Experience Cloud, Flows, Approval Processes, and platform automation features
• Ensure solutions adhere to Salesforce best practices, platform governance, and architectural guidelines
• Support developers and architects by clarifying requirements and validating solution designs
• Work closely with technical teams through the development lifecycle, ensuring requirements are correctly implemented
• Develop UAT plans, create test scenarios, coordinate UAT cycles with business users, and track issues to closure
• Manage release readiness tasks, ensuring deployment documentation is complete and stakeholders are trained
• Conduct end-user training sessions, create training materials, and support onboarding for internal users and portfolio company teams
• Support data mapping, data harmonization, migration activities, and validation
• Define meaningful dashboards and reporting requirements for pipeline visibility, portfolio monitoring, and operational insights
• Act as the bridge between business users and the Salesforce technical team
• Facilitate cross-functional alignment, ensuring prioritization and dependencies are clearly understood
• Provide transparent communication on progress, risks, and changes
• Contribute to sprint ceremonies (refinement, planning, demo, retro) in agile delivery environments

• Responsible for user and product documentation
• Responsible for business process mapping
• Responsible for being the synergy between the business and the development side of the project
• Plan, lead, and execute User Acceptance Training (UAT) with business owners

• Engage with DHS stakeholders to analyze current business processes, identify pain points, and gather requirements for the Salesforce-based solution.
• Translate business needs into detailed user stories, workflows, and system requirements to support low-code/no-code development on Salesforce’s Government Cloud Platform.
• Collaborate with the team to prioritize and refine the product backlog, ensuring alignment with project goals and stakeholder expectations.
• Create comprehensive documentation, including process flows, requirements specifications, user guides, and deliverables required for gate reviews.
• Assist in delivering user training to ensure effective adoption and use of the new Salesforce system.
• Support the team in meeting DoD and federal security and compliance standards, including contributing to cybersecurity documentation for ATO approval.
• Facilitate communication between stakeholders, developers, and other team members to ensure clarity and alignment on project objectives.
• Participate in Agile ceremonies (e.g., sprint planning, reviews) to provide insights on requirements and process improvements.
• Support gate reviews for system and acquisition lifecycle checkpoints, ensuring all deliverables meet DHS standards.

• This individual facilitates all stages of a project, from requirements gathering through testing and training
• Build and foster relationships by displaying industry knowledge and expertise in the Salesforce.com platform
• Analyze business processes and champion the ability to provide process solutions to increase accuracy and efficiency
• Prepare and maintain detailed documentation and reports to provide information for summaries, presentations, and reports
• Create functional business requirement documents/user stories
• Keep abreast of SFDC features and functionality to provide recommendations for process improvements
• Strong experience in user interface configuration, data transfer and cleansing via APEX Data Loader and SFDC Import Wizard
• Participate and facilitate Agile related ceremonies such as scrum, sprint planning and refining meetings
• Use declarative Salesforce skills to build and maintain flows, validation and sharing rules, and page layouts

Salesforce Analyst II

• Lead discovery sessions with business users to understand current processes, pain points, and desired future state.
• Elicit, document, and validate requirements using process flows, user stories, acceptance criteria, and functional specifications.
• Serve as a primary point of contact for business stakeholders to manage scope, priorities, timelines, and expectations.
• Facilitate ongoing intake and prioritization of enhancements and defects, maintaining a well-groomed delivery backlog.
• Translate requirements into Salesforce solutions leveraging configuration-first best practices (objects/fields, record types, page layouts, validation rules, flows, approval processes, reports/dashboards).
• Partner with Salesforce Developers / Architects to define the right approach when programmatic solutions are needed.
• Ensure solution designs consider data quality, security model, scalability, maintainability, and user adoption.
• Own end-to-end delivery coordination: sprint planning support, backlog refinement, dependency tracking, and cross-functional communication.
• Coordinate with internal/offshore delivery resources to clarify requirements, review deliverables, and manage handoffs.
• Drive UAT: build test scripts, coordinate testing cycles, triage issues, and validate fixes prior to release.
• Support release management activities (change documentation, release notes, enablement communications).
• Collaborate with technical teams on data mapping, field usage standards, data quality controls, and migration support.
• Support integration-related analysis by documenting integration requirements, data contracts, and error-handling needs (e.g., REST/API based integrations).
• Help optimize operational workflows that support financial services processes (e.g., onboarding, service requests, activities, reporting).
• Create and maintain end-user documentation, SOPs, and job aids.
• Partner with enablement teams to deliver training sessions and reinforce process compliance and consistency.
• Track adoption feedback and propose improvements for usability, efficiency, and standardization.
• Maintain configuration and technical documentation in the team's knowledge base.
• Provide Level 3 support for production issues, including troubleshooting, root-cause analysis, and coordination with business and technical teams.
• Build familiarity with Lido’s broader data and automation ecosystem, including AI-enabled Salesforce capabilities, Salesforce Data Cloud / Data 360, Snowflake, reporting, and analytics tools.

• Developing and documenting custom business and design requirements for Zing Health’s Salesforce platform.
• Working with other IT teams in defining data integration requirements.
• Contributing to the development of custom solutions by designing and documenting Salesforce enhancements and automation processes.
• Participating in the entire software development life cycle, including requirements gathering, design, coding, testing and deployment.
• Supporting, maintaining and improving existing Salesforce applications.
• Creating and maintaining integrations with other applications and systems using web services and APIs.
• Collaborating with stakeholders to identify and implement system improvements.
• Translating healthcare workflows into functional specifications, user stories, and acceptance criteria.

Senior Salesforce Business Analyst

• Serve as a strategic partner to both business stakeholders and technical teams.
• Lead the analysis, documentation, prioritization, and delivery of business and system requirements.
• Facilitate collaboration across teams and drive clarity in requirements.
• Coordinate testing efforts and support the delivery of high-quality functionality within each sprint cycle.
• Mentor junior analysts and support prioritization and planning activities.

• Collect business requirements through stakeholder interviews and workshops across multiple functions (Service, Field Service, Operations, Finance, etc.).
• Capture and document AS-IS business processes and identify stakeholder needs.
• Define business outcomes, KPIs, and measurable acceptance criteria.
• Identify regulatory, compliance constraints, and business rules impacting solutions.
• Maintain clear documentation of business requirements and process flows.
• Collaborate with stakeholders and solution teams to design Salesforce solutions aligned with business processes.
• Define Salesforce data requirements, including fields, validation rules, picklists, and record types.
• Define reporting and analytics requirements, including dashboards and operational reports.
• Translate business needs into clear, well-structured user stories with acceptance criteria.
• Partner with Solution Owners and stakeholders to prioritize and manage the backlog.
• Manage dependencies and clarify scope boundaries throughout delivery.
• Maintain requirements traceability across design, testing, and deployment phases.
• Support testing activities to ensure solutions meet business requirements.
• Assist with data migration activities.
• Support training preparation and go-live activities.
• Contribute to business and technical documentation as required.

• Solicit, gather, evaluate, and document information from various sources and stakeholders during business discovery and grooming
• Translate high-level information into detailed requirements and clear, concise user stories with acceptance criteria in JIRA
• Map functional business requirements to Salesforce.com features and functionality; develop as-is and to-be process maps
• Collaborate with different stakeholders to document business and functional requirements into Epic’s and User Stories, or Business Requirements Documents.
• Work as the primary liaison between business stakeholders, operations, and the technical team throughout the project cycle
• Engage with Developers, Solution Architects, and other delivery team members to ensure systems meet business needs
• Participate in and contribute to conversations around process improvement solutioning and architecture on the Salesforce platform
• If needed, can facilitate Agile scrum ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives
• Facilitates grooming of user stories and participate in sprint execution, Engage in testing cycles (UAT, Regression, and system), create Test Plans and Test Cases, and facilitate UAT sessions with business stakeholders.
• Manage feedback in the form of enhancements and bugs, ensuring the quality of the solution output
• Prepare project-specific documentation and deliverables, including User Guides, Quick Reference Sheets, Train-the-Trainer materials, data dictionaries, communication plans, and training video, as needed
• Conduct training sessions for end users
• Assess requirements to produce wireframes, visual flows, process diagrams, and/or fit-gap analysis to devise options for solving business challenges
• Identify and manage risks, issues, and dependencies, developing plans to escalate and mitigate them effectively

• Lead requirements gathering and translate business needs into clear, actionable user stories and functional specifications
• Collaborate with engineers and stakeholders to shape solution approaches that align with Salesforce capabilities and best practices
• Analyze existing processes and recommend improvements to enhance efficiency and scalability within Sales Cloud
• Define acceptance criteria and support QA and UAT efforts to ensure solutions meet business expectations
• Document system behavior, data flows, and functional designs to support implementation and long-term maintainability
• Support development teams by clarifying requirements, identifying dependencies, building proof of concepts and troubleshooting production issues
• Contribute to backlog grooming and prioritization within an Agile framework

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