Salesforce Business Analyst

Role: Salesforce Business Systems Analyst

Location: Remote in Canada

Duration: Contract

The Business Systems Analyst – Salesforce/CRM is a staff-augmented (contract) resource who serves as an essential partner to Product Management, Salesforce platform teams, and Agile delivery teams at BCBSRI. This role elicits, analyzes, and documents business and technical needs specific to the Salesforce ecosystem, translating product objectives into clear, actionable user stories, acceptance criteria, process flows, and CRM configuration requirements that enable iterative delivery. Working closely with product owners, Salesforce admins, architects, developers, integration, QA, and business stakeholders across Sales, Service, and Broker/Member experience areas, the analyst clarifies scope, evaluates declarative versus custom solution options, maps business data elements to Salesforce objects and backend sources, and ensures backlog items are complete, testable, traceable, and aligned with organizational goals.

The analyst supports BCBSRI’s Salesforce platform — including Sales Cloud (Person Account model), Service Cloud (Account/Contact and Case model), and Experience/Broker portal capabilities — and its integrations with core systems such as Facets, the Enterprise Data Repository (EDR), DocuSign, Five9, and downstream platforms (e.g., Snowflake). The analyst partners with the product team through discovery, backlog refinement, sprint planning, delivery execution, testing, and release readiness in a highly regulated healthcare environment, ensuring product goals, business outcomes, requirements, and compliance needs are clearly understood and translated into work Agile teams can deliver. As a staff-augmented resource, the analyst is expected to bring a baseline Salesforce skill set, industry expertise, and qualifications agreed with BCBSRI, and to become productive quickly with minimal ramp-up.

ESSENTIAL JOB FUNCTIONS

• Partner with product owners, product managers, Salesforce admins/architects, business stakeholders, and SMEs to elicit, analyze, validate, and document functional and non-functional needs, business rules, CRM product requirements, and acceptance criteria across Sales Cloud, Service Cloud, and Experience Cloud.
• Translate product objectives and business needs into clear, actionable user stories, acceptance criteria, and supporting documentation that are ready for Salesforce delivery teams, including declarative configuration and custom development requirements.
• Analyze complex CRM business and technical issues, existing Salesforce configuration and automation (e.g., Flows, validation rules, sharing model), dependencies, and opportunities to improve product outcomes, operational performance, and member, broker, or provider experience.
• Support product teams in defining scope, sequencing work, and clarifying requirements based on user needs, business value, Salesforce data model and object relationships, existing architecture, and enterprise technology direction — helping guide trade-offs between declarative, code, and AppExchange/third-party solutions.
• Conduct impact analysis and assessments for proposed Salesforce changes to evaluate object and automation dependencies, integration impacts, risks, effort estimates, and traceability needs that inform prioritization, backlog refinement, and release planning.
• Map business data elements to Salesforce objects, fields, and backend data sources (e.g., Facets, EDR, Snowflake), using SQL and SOQL skills for accurate querying, validation, and source-to-target mapping across integrated systems.
• Create and maintain lightweight, fit-for-purpose documentation — including process flows, data mappings, configuration workbooks, and functional specifications — that supports product decisions, Salesforce delivery, and downstream development or testing; review and provide feedback on vendor and partner designs and deliverables.
• Act as a liaison between product, business, Salesforce engineering, architecture, integration, and QA teams to clarify requirements, resolve questions, support backlog refinement, and ensure a shared understanding of business value, CRM technical scope, and acceptance criteria.
• Support Agile delivery teams throughout discovery, sprint planning, development, configuration, testing, defect triage, user acceptance testing (UAT), release readiness, and post-release validation for Salesforce releases and seasonal platform updates.
• Support Salesforce reporting and operational insight needs by defining requirements for reports, dashboards, and data quality, and by ensuring solutions adhere to BCBSRI policies, standards, and regulatory/compliance requirements (e.g., HIPAA, CMS, BCBSA).
• Perform other duties as assigned.

QUALIFICATIONS

• Three to five years of business analysis, systems analysis, or product delivery experience, including hands-on experience gathering and documenting requirements for Salesforce CRM solutions.
• Demonstrated functional experience with Salesforce Sales Cloud and/or Service Cloud.
• Healthcare payer or health insurance industry experience.
• Salesforce certifications such as Salesforce Certified Business Analyst, Administrator, and/or Sales Cloud or Service Cloud Consultant.
• Experience with Salesforce Experience Cloud / partner or broker portals, and familiarity with member, broker, and provider CRM use cases.
• Experience with Salesforce integrations to core enterprise systems (e.g., Facets, EDR, DocuSign, Five9/CCaaS) and cloud platforms (Azure, Google Cloud, Snowflake).
• Experience with Facets or other healthcare payer adjudication systems.
• Experience supporting Agile product delivery, including backlog refinement, user story development, acceptance criteria, sprint planning, and collaboration with product owners and cross-functional delivery teams.
• CCBA, CBAP, or PMI-PBA certification, or familiarity with BABOK / IIBA standards.
• Familiarity with regulatory and compliance requirements relevant to healthcare (HIPAA, CMS, BCBSA, SOC1/SOC2).

Required Knowledge, Skills, and/or Abilities:

• Ability to elicit, analyze, and document business, user, and product requirements for CRM solutions, including process flows, user stories, use cases, acceptance criteria, and conceptual data diagrams.
• Working knowledge of the Salesforce data model and platform capabilities, including standard and custom objects, record types, page layouts, profiles/permission sets, sharing and security model, and declarative automation (Flow, validation rules).
• Understanding of Salesforce Sales Cloud and Service Cloud functional capabilities (e.g., Leads, Accounts, Opportunities, Cases, Person Accounts, entitlements) and how they support business processes.
• Ability to define requirements for Salesforce reports and dashboards, and to distinguish between declarative configuration and custom (Apex/LWC) approaches when documenting solution options.
• Strong hands-on SQL and SOQL skills for data mapping, querying, and validation across Salesforce and integrated systems.
• Knowledge of Salesforce integration concepts (REST/SOAP APIs, Bulk API, middleware, event-driven and batch patterns) sufficient to document integration requirements and dependencies.
• Knowledge of requirements engineering, traceability matrices, and requirements management tools and techniques.
• Understanding of Agile delivery practices, software development lifecycles (SDLC), and Salesforce release/environment (sandbox) concepts.
• Ability to create clear documentation and communicate complex technical and CRM concepts to both technical and non-technical stakeholders.
• Experience creating and validating Agile delivery artifacts and documentation for downstream teams, including developers, admins, QA, deployment, operations, and product stakeholders.
• Proficiency with business process modeling and diagramming tools (e.g., Microsoft Visio) and the Microsoft Office suite.
• Strong analytical, critical thinking, and problem-solving skills, with strong business acumen and political savvy.
• Strong written and verbal communication, facilitation, and negotiation skills, including the ability to facilitate requirement and design workshops.
• Ability to work effectively with a wide variety of people in individual and group settings.
• Strong organizing and time management skills, with the ability to prioritize and respond to shifting deadlines and manage a diverse, deadline-oriented workflow.

Thank you

Praveen

972-737-8620

Pay: $48.00-$50.00 per hour

Expected hours: 40.0 per week

Work Location: Remote

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