Salesforce Analyst

• Use Case Discovery: Facilitate workshops with IRS stakeholders to identify and prioritize business processes suitable for automation via Agentforce.
• Requirement Engineering: Document detailed user stories, acceptance criteria, and "Agent Instructions" (prompts) to ensure AI behaviors align with IRS policies.
• Process Mapping: Create "as-is" and "to-be" process flows, specifically identifying where AI agents can intervene to reduce manual touchpoints or improve data accuracy.
• AI Governance & Testing: Define testing strategies for AI grounding and accuracy; participate in User Acceptance Testing (UAT) to ensure agents do not produce hallucinations and adhere to security constraints.
• Change Management: Develop training materials and documentation to help IRS personnel transition to working alongside autonomous digital assistants.

Salesforce Business Analyst

• Facilitate collaborative workshops with stakeholders across NPR to elicit, analyze, and document business processes and functional requirements.
• Author clear, actionable user stories, acceptance criteria, and comprehensive process maps to guide development efforts.
• Partner closely with Product Managers to evaluate incoming business requests, assess strategic value, and prioritize the Salesforce backlog.
• Collaborate with Senior Salesforce Administrators and Developers to design scalable solutions that optimize platform capabilities while safeguarding data model integrity.
• Partner with technical teams to assess how new requirements affect existing platform architectures, upstream/downstream integrations, and dependent business systems.
• Design user acceptance testing (UAT) scripts, coordinate testing cycles, and author end-user training materials to ensure seamless feature adoption.
• Serve as a functional lead on project teams, tracking project health, proactively managing delivery timelines, and keeping key stakeholders aligned.
• Promote platform standards and Salesforce-native best practices across cross-divisional teams to minimize technical debt.
• Cultivate trusted partnerships with internal departments and cross-functional technology peers, fostering an environment of collaboration and mutual support.

• Engage customer stakeholders to understand desired business outcomes and define success criteria
• Articulate to customer stakeholders the value of recommended solutions and approach
• Lead Discovery and requirements refinement sessions to uncover customers’ business, functional, and technological requirements
• Synthesize requirements to create clear and comprehensive user stories and solution design documentation
• Perform fit-gap analysis between Salesforce functionality and client requirements
• Develop innovative Salesforce solutions, involving declarative configuration of Salesforce, creation and refinement of complex data models, external integration, business process automation, and other custom functionality
• Develop innovative industry accelerators and contribute to thought leadership white paper development
• Draft custom development specifications and manage the delivery and testing of the functionality by Development Resources
• Iterate Salesforce solutions through an adaptive-agile cycle with the customer Product Owner
• Develop a training curriculum and deliver training sessions to the solution’s end users
• Work with the Guidehouse Project Manager to manage a project to scope, budget, and timeline expectations

Senior Salesforce Business Analyst

• At least 3 years’ experience in the Medical Device industry or medical field, with specific experience in establishing and driving continuous improvement of CRM, ecommerce, and portal systems in a regulated environment.

Business System Analyst – Salesforce Commerce Cloud, CRM

• Reporting directly to our Salesforce Product Manager, this individual will be responsible for day-to-day configuration, support, maintenance, and enhancements to our Salesforce environment.
• This individual will be responsible for effectively communicating with clients, developers, and internal stakeholders to fulfill the company's Salesforce-focused needs.
• Support senior leadership on strategic initiatives and operational improvements.
• Collaborate with business stakeholders to identify requirements and develop scalable Salesforce solutions.
• Manage Salesforce projects from inception to completion, including information gathering, planning, and execution.
• Create and maintain Salesforce documentation, such as process flows, data models, user training materials, and technical specifications.
• Assist with administrative functions, including user management tasks such as new user setup/deactivation, profile management, permissions, public groups, and password resets.
• Perform Salesforce configuration changes, such as validation rules, fields, page layouts, record types, custom settings, dashboards, and reports.
• Evaluate new software solutions to enhance our technical stack.
• Serve as an internal resource for Salesforce user support and provide training as needed.
• Support the product owner in defining value, priority, and scope for upcoming sprints.

• Work directly with Salesforce users across departments to understand workflows, pain points, and objectives
• Ask probing questions to uncover root problems, not just requested features
• Challenge unclear, conflicting, or solution-biased requests and reframe them into clear problem statements
• Translate user needs into well-structured Epics, user stories, acceptance criteria, and definitions of done
• Ensure requirements are complete, testable, and aligned with Salesforce platform capabilities and constraints
• Own assigned Salesforce initiatives from intake through launch
• Plan timelines, milestones, dependencies, and delivery checkpoints
• Own ambiguous, cross-functional Salesforce initiatives and mentor less-experienced analysts through example and feedback.

Business Analyst – Salesforce

• Collaborate with business stakeholders to understand processes, scope and pain points.
• Document functional requirements, user stories, and acceptance criteria.
• Align requirements working with Salesforce solution team.
• Conduct business gap analysis & FIT Gap analysis.
• Ability to run Salesforce reports and dashboards and perform data analysis.
• Own Requirements end to end.
• Work closely with architects and developers to share requirements and provide clarity on solutions.
• Validate solutions against business needs and Salesforce best practices.
• Conduct demo and smoke testing of delivered solutions.
• Identify opportunities for automation and process improvements within Salesforce.
• Support UAT, triage defects, smoke test , validate defects, and ensure successful deployment.
• Act as a liaison between business and technical teams, ensuring clear communication and alignment.
• Prepare user guides and conduct training sessions for end-users.

• Engage customer stakeholders to understand desired business outcomes and define success criteria.
• Articulate to customer stakeholders the value of recommended solutions and approach.
• Lead Discovery and requirements refinement sessions to uncover customers’ business, functional, and technological requirements.
• Synthesize requirements to create clear and comprehensive user stories and solution design documentation.
• Perform fit-gap analysis between Salesforce functionality and client requirements.
• Develop innovative Salesforce solutions, involving declarative configuration of Salesforce, creation and refinement of complex data models, external integration, business process automation, and other custom functionality.
• Develop innovative industry accelerators and contribute to thought leadership white paper development.
• Draft custom development specifications and manage the delivery and testing of the functionality by Development Resources.
• Iterate Salesforce solutions through an adaptive-agile cycle with the customer Product Owner.
• Develop a training curriculum and deliver training sessions to the solution’s end users.
• Work with the Project Manager to manage a project to scope, budget, and timeline expectations.

• Gather, analyze, and document business requirements through stakeholder interviews, workshops, and discovery sessions
• Translate business objectives into user stories, acceptance criteria, process flows, and functional requirements
• Manage and prioritize the product backlog based on business value, dependencies, and delivery timelines
• Facilitate backlog refinement, sprint planning, and requirements grooming sessions with development teams
• Ensure requirements, dependencies, stakeholders, and testing plans are aligned before development begins
• Coordinate with cross-functional teams to support project readiness and successful delivery
• Serve as the primary liaison between business stakeholders and delivery teams
• Communicate project status, risks, dependencies, and decisions to stakeholders and leadership
• Support development teams by providing business context, requirement clarification, and decision-making assistance throughout implementation
• Create and maintain project documentation, business process documentation, requirements artifacts, and decision logs
• Track project progress, milestones, risks, and blockers while supporting delivery reporting activities
• Define test scenarios and business validation criteria for new functionality and enhancements
• Collaborate with QA teams to ensure requirements are properly mapped to test cases
• Support User Acceptance Testing (UAT) planning, execution, and validation
• Validate delivered solutions against documented requirements and acceptance criteria

Salesforce Business Analyst, Product Owner – Contract-to-Hire

• 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.

• 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

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